Dialer Manager (3-4 Yrs) at WNS Global Services

Role Summary: We are seeking an experienced Dialer Manager with 3-4 years of experience and a Diploma to oversee and optimize our outbound dialing operations. The ideal candidate will have a strong understanding of dialer technologies, campaign management, and performance analysis within the KPO/BPO industry. This role is crucial for ensuring efficient lead generation and customer engagement strategies are effectively executed.

Key Responsibilities:
- Manage and configure dialer systems (e.g., Genesys, Five9, Avaya) to support various outbound campaigns.
- Develop and implement dialer strategies to maximize agent productivity and campaign effectiveness.
- Monitor real-time dialer performance, identify bottlenecks, and implement corrective actions.
- Analyze campaign data, generate reports, and provide insights to stakeholders on dialer performance, call volume, and contact rates.
- Ensure compliance with all relevant regulations and company policies related to outbound calling.
- Train and mentor junior dialer associates and agents on best practices.
- Collaborate with IT and operations teams to resolve technical issues and implement system enhancements.
- Optimize call lists, scrubbing, and dialing penetration rates.
- Forecast dialer capacity and resource requirements based on campaign volume.