Dialer Analyst

4 days ago

Mandaue City, Central Visayas, Philippines Moder Solutions Inc. Full time ₱900,000 - ₱1,200,000 per year

Qualifications:


• Graduate of any four years course


• Minimum of 2-year experience as a Workforce Analyst in a BPO Industry


• Excellent attention to detail


• Excellent analytical and problem resolution skills


• Excellent presentation and verbal communication skills with the ability to work well with others


• Must understand volume forecasting, and skilling assignment


• Must have experiences:

·Manage Call Distribution: Oversee the centralized inbound and outbound call distribution for collections relative to the time of month and delinquency trends.

·Dialing Strategies: Test, implement, and execute all daily dialing strategies to assist with achieving department goals and objectives.

·Real-Time Monitoring: Monitor real-time outbound/inbound activities and provide recommendations for performance improvement.

·Resource Optimization: Partner with workforce management to optimize resource utilization as it relates to call forecasting requirements and meeting daily production needs.

·Reporting: Develop, test, and produce daily/MTD inbound, outbound, and ad-hoc reporting.

·Policy Development: Assist with creating policies and procedures specific to dialer administration.

·Client Requests: Develop client-specific SOW, SLA, and specialty dialer requests as needed.

·Change Management: Maintain a robust change management process via the SharePoint ticketing system for all dialer-related items.

·Telecommunications Coordination: Interface with the Telecommunications and call center technology teams to ensure continuity of service.

·Vendor Management: Engage the dialer vendor directly if/when needed to troubleshoot and resolve system performance issues.

·Risk Assessment: Appropriately assess risk when business decisions are made, including but not limited to compliance and operational risk.

Schedule:

8-hour shift (8:00 AM to 5:00 PM EST)

Monday to Friday

Night/Graveyard Shift

Why Work With Us?

Great company culture

Opportunities for growth and development

Competitive salary and benefits

What to Bring:

A copy of your updated resume

A pen

A valid ID for identification

Our recruitment office is open Monday to Friday, from 10:00 am to 5:00 pm. 

Our office is located at Ground Floor, 1Nito Tower, Archbishop Reyes Avenue, Cebu City

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