SUMMARY:
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POSITION INFO:
We are seeking an experienced Predictive Dialler Administrator to manage and optimize outbound and inbound calling campaigns for a banking client. The role focuses on improving contact efficiency and agent productivity while ensuring strict compliance with banking regulations, data security standards, and customer privacy policies.
Key Responsibilities
1. Configure, manage, and optimize predictive dialer campaigns for banking processes such as collections, loans, credit cards, and customer outreach
2. Upload, validate, scrub, and manage customer calling lists in accordance with bank data security policies
3. Ensure adherence to bank compliance requirements
4. Monitor real-time and historical dialer performance metrics including connect rate, abandonment rate, AHT, and agent utilization
5. Manage dialing modes, pacing ratios, retries, call windows, and time-zone restrictions
6. Implement and maintain call recording, monitoring, and audit trail requirements
7. Troubleshoot dialer configuration, call routing, voice quality, and agent login issues
8. Coordinate with Compliance, IT Security, Operations, and Quality teams
9. Prepare and share MIS, compliance, and performance reports with bank stakeholders
