Asst. Manager / Manager - Dialer Operation

Key Responsibilities

• Manage dialer operations, team efficiency, and overall strategy implementation
• Monitor dialer performance and continuously optimize strategy and usage
• Plan and align strategies with client and process requirements
• Create and review MIS reports and trackers for key performance indicators and downtime
• Interact with clients daily for production and strategy updates, including feedback on data performance
• Collaborate with Operations and WFM teams to align dialer plans with business goals
• Coordinate with technical support and escalate dialer-related issues to minimize production impact
• Handle shift start/end activities and maintain roster planning for the dialer team
• Conduct in-depth performance analysis and provide actionable solutions to boost results
• Support IT in diagnosing and troubleshooting call servicing technologies
• Manage daily and weekly reporting, maintain review desk materials (PPT), and provide clear data insights