TM-Dialer Administrator - Collections Retention

Job Overview

The TM-Dialer Administrator will manage and operate predictive dialer technology in our in-house call center, overseeing dialer data analysis, enforcing best dialing practices to maximize connect rates, monitoring agent performance, and enhancing overall dialing productivity. The role involves managing multiple dialer campaigns across all product lines concurrently.

Key Duties

• Pre-Calling: Verify daily dialer account allocations and configuration accuracy; develop product-wise dialing plans based on actual Answer Call Rates (ACR).
• During Calling: Regulate dialer pacing to ensure timely call delivery to collectors; identify and resolve issues affecting call distribution; assess dialing metrics every 2-3 hours to adjust plans accordingly.
• Post Calling: Confirm predictive dialer campaigns met strategic goals; generate end-of-day reports and strategize next day's calls on unpaid accounts.
• Reconfiguration: Implement agreed dialer setting modifications in coordination with center managers and supervisors for upcoming calling activities.

Additional Responsibilities

• Enhance calling efficiency through dialer pace adjustments.
• Monitor and reduce agent hygiene issues such as excessive idle time, wrap-up, average handling time, and breaks.
• Boost calling intensity and connect rate, encouraging the team to improve connection to Promises to Pay (PTPs).
• Execute dialing plans aligned with the business strategy.
• Address dialer-related queries from supervisors and managers promptly.
• Deliver timely and precise reports at start of day, intraday, and end of day intervals.
• Ensure campaigns are appropriately allocated and calling lists perform optimally through intra-day reviews.
• Alert the team about operational or technical issues impacting the business strategy.
• Develop and sustain calling list criteria, collector workgroup relationships, and guard parameters.
• Minimize collectors' wait time by optimal dialer pacing.
• Maintain a daily action log recording interactions and queries.
• Comply with Aditya Birla Capital Finance Limited (ABCL) risk policies and procedures.
• Perform additional tasks delegated by the Line Manager.