Manager - Dialer & WFM

Job Role

This role has a hand in staffing, scheduling, performance monitoring, workforce.

allocation, reporting, compliance tracking, Seat Utilization, working on SQL tables and

more. Overall, workforce managers seek to get the most out of employees and processes.

to ensure businesses can meet and exceed their goals.

• Ideating and sharing data-driven insights to help stakeholders to undercover trends and underlying drivers of growth and profitability to inform business strategy.
• Closely collaborate with Business partners to maximize the business value of solutions with innovative platform and intelligent enhancements
• Suggest/Propose strategies based on business requirement for better results.
• Create, Maintain, and analyze reports on intraday Daily/Hourly, weekly, monthly and yearly basis to monitor performance of strategies implemented across different portfolios.
• Initiatives to be taken in terms of better management of the systems by placing proactive controls/checks before rolling it out to the Management/Ops team
• Experience in handling LEAN/SIX SIGMA projects would be added advantage.
• Driving ongoing process improvements to reduce cycle time, increase accuracy and improve. transparency
• Work with different business segments to develop better procedures and Client offerings, solve problems and investigate issues.
• Create and maintain Sops, Best Practices, and other documents. Participate in standardization and continuous improvement initiatives by attending various high level strategic meetings with decision makers, gain insight into industry trends.
• Responsible for analyzing and forecasting data related to planning, MIS, and scheduling. activities. Preparing ad-hoc reports & analysis for management reporting and needs.
• Planning and organizing long term plans and ensuring same is aligned to Operations requirements.
• Ensuring Dialer reports are created and sent to all per the agreed time slots.
• Analysis of all portfolio performance daily/Weekly/Monthly/Annually and provides inputs to improve Completion %, Penetration %, Abandon %, RPC % and Business Performance
• Excellent interpersonal skills and integrity with strong customer service skills
• Optimizing resource allocation by monitoring seat utilization rates over time. businesses can identify times when they are operating at low capacity and adjust staffing and resource allocation to maximize utilization.
• Seat Utilization & Inventory management

Desired Skills

• Candidate should have a Bachelors/Post graduate degree in any stream with minimum 4-5 years of Supervisory Dialer Management experience
• Should possess strong execution skills along with demonstrated ability to identify root causes of problems; generate and evaluate creative alternative solutions; implement problem resolutions quickly and effectively with fact-based decisions.
• Strong communication and interpersonal skills with evidence of teamwork and collaboration
• Advanced working knowledge of Microsoft applications - Excel, Word, Power Point
• Should have experience of Working in SQL
• Preferred Qualification Any Graduate