Unit Head/Dialer Manager - BPO/Outsourced Call Center

Unit Head Dialer Manager

The incumbent will be responsible for collections efficiency of various products assigned to outsourced, outbound call centers.

KEY RESPONSIBILITIES/ ACCOUNTABILITIES

Strategic/ Managerial Responsibilities :

- Ensure the capacity plan as decided by the senior management of the Bank is adhered to.

- He will be responsible to review account allocations and collections targets by bucket.

- To identify and implement suitable tactics/strategy as may be required from time to time.

- Ensure Daily MIS and Reporting across all parameters required.

- Hands on knowledge of multiple Genesys Dialer Operations set up

- Need to set up end to end reporting governance

Core Responsibilities :

- The incumbent will be responsible to drive the achievement of resolution and roll back targets in the portfolio assigned to the outsourced call centre.

- Monitoring call agent productivity on a daily basis.

- Need to create and publish daily, weekly, monthly dashboards for consumption of Sr. management

- Need to own and improve Dialer hygiene, dialer metrics.

- Strategize and allocate accounts accordingly on the call table.

- Incumbent is responsible to ensure the rostering of the callers as per the requisite and pre decided strategy and capacity plan.

- Ensure and monitor and review the Daily Resolution Rate as decided by the prevalent collection strategy.

- Ensure that the coverage and intensity on each account is as per the decided Service Level

- Agreement with the outsourced call centre or the prevalent collections strategy.

- Ensure that field referrals are done as per the prevalent strategy and timelines.

- Ensure that timely allocation and realization of pickups generated at the outsourced call centre.

- Coordinate with various stakeholders within the Bank to ensure timely resolution of customer disputes raised if any.

- Knowledge of reporting tools like PowerBi, Tableau required

- Manage multiple locations, increase efficiency of the dialer, coordinate for the required modifications

- People Management or Self- Management

Responsibilities :

- Train Dialer & MIS resources in the team in periodic intervals

- Map performance vs. target for the team members and review them

Risk and Internal Control Responsibilities :

- Ensure that the outsourced call centers are compliant with the Audit and Information Security and Data Privacy requirements of the Bank and various statutory and regulatory bodies.