Perform daily uploads, downloads, and importing of call list files.
Ensure and document outbound dialer activity.
Analyze dialer-output data to identify potential problems and issues.
Create and update dialing campaigns, filter, list strategies and reports.
Monitor and adjust the performance of dialer systems.
Monitor and measure the CC team's customer interactions via live call barging and/or pre-recorded audio file.
Evaluate and document customer interactions through a duly accomplished evaluation form designed to identify strengths and areas for improvement for the CC team.
Facilitate training and coaching for the Contact Center team members.
Perform other duties that may be assigned from time to time.
JOB QUALIFICATIONS*
Graduate of any bachelor's degree
With minimum of 3-4 years experience in Banking/Financial Services, BPO, Contact Center or equivalent
Knowledge and experience in using a dialer system.
Intermediate to advanced proficiency level with Microsoft Excel and Google Sheet and/or spreadsheet applications.
Basic statistics knowledge and ability to comprehend and analyze dialer-output data that leans on capacity planning based on utilization, attendance, shrinkage and attrition in relation to portfolio movement and incremental sales.
Basic SQL knowledge to understand database-design principles, data structures, and optimizations
Critical thinking skills and the ability to use logic and reasoning to identify alternative solutions, conclusions, or approaches in relation to Tele Collection campaign creation and adjustments.
Has skills and the capability to execute multiple tasks and priorities in a dynamic environment in relation to observing the volume of the accounts and computations for ACR.
Able to understand and generate fundamental Tele Collection reports, critical to production outputs such as ACR, PTP/KEPT Rate, Cash Collection Rate etc.
Excellent oral and written communication skills for regular business report meetings.
