Teckinfo Solution Pvt Ltd Hiring for Dailer Support Engineer at New Delhi Full Time

Job Description_ Dailer Support Engineer_ Teckinfo Solutions Pvt Ltd

General Purpose of the Job

The Dialer Support Engineer will have responsibility for designing, developing, Implementing and supporting technologies that include IVR, Dialer and Recording. This is primarily an administrative and development role.
This is a licensed vendor product which is hosted and integrated with our Account Recovery systems. You will be part of a fast paced, high demand team working numerous technology and business related initiatives.

This individual will work closely with management from Collection Operations and Compliance to ensure that intelligent strategies are devised and implemented.

Responsibilities

• Serve as a core member of the Programming team designing and developing answers to complex business needs within the hosted dialer platform and Account Recovery applications.
• Oversee and maintain the dialer system including system set up, maintenance, and realignment to allow for efficient use of all dialer aspects.
• Responsible for the day-to-day administration and monitoring of predictive dialer system including design, build and maintenance of campaigns, calling lists, filters, reports and list strategies. Monitor real-time campaign performance.
• Strategize, execute and manage dialer strategy for multiple teams to ensure campaigns are penetrating effectively including leaving messages via human or virtual means. All campaigns must meet established business goals and client scorecard performance parameters such as batch liquidation rates.
• Implement a comprehensive dialing strategy including manual, preview and predictive dialing campaigns in combination with attended messaging and blast campaigns.
• Manage dialer performance metrics to world class standards including service levels, occupancy, call routing, penetration rate, ACW, contacts, RPC’s and overall collections to ensure KPI’s are surpassed.
• Develop, generate, analyze and distribute reports to include real-time adjustments and campaign changes to drive peak RPC’s related to the dialer’s performance and strategic objectives as well as agent statistics. Identify trends to help determine the need for strategy refinement and/or collector training.
• Conduct regular audits of dialer statistics, segmentation strategies and overall inventory to verify that the inventory is worked in accordance with company and client SLA’s as well as in adherence with all State and Federal laws and regulations.
• Function as dialer subject matter expert, primary point of contact for dialer strategies, advocate for strategic insight, results and identify process/system changes, operational are

of opportunity and make recommendations to increase productivity and efficiency.

• Responsible for working with various departments including but not limited to IS and Collections management to work towards continuously developing and improving our strategies and enhancing our dialer and phone systems.

Qualifications

Knowledge and Experience

• Graduate or Equivalent
• Experience in managing IVR call flow
• 2-3 years dialer management experience (Hosted Platform(s) preferred)
• Prior dialer administrator experience required
• Working knowledge of Windows based systems & Microsoft Office programs
• Knowledge of the collections industry including any of the following asset classes: mortgages, student loans and autos
• Third party collections and call center experience beneficial

Skills and Abilities

• Proficiency in SQL queries
• Proven skills in partnering with vendor help desks, IS, collection managers and upper management
• Strong organizational, multi-tasking and time management skills
• Detail oriented with strong analytical, critical thinking and problem solving skills
• Advanced reporting and analytical capabilities with real-time correction skills
• Demonstrate strong, effective and diplomatic interpersonal, verbal and written communication skills
• Self-motivated, goal oriented, resourceful and driven personality
• Flexible and open to change in a high volume fast paced environment

Job Types: Full-time, Regular / Permanent

Pay: ₹32,409.00 – ₹64,051.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Flexible schedule
• Food allowance
• Health insurance
• Internet reimbursement
• Leave encashment
• Life insurance
• Paid sick time
• Provident Fund
• Work from home

Schedule:

• Day shift
• Flexible shift
• Monday to Friday
• Morning shift

Supplemental Pay:

• Commission pay
• Joining bonus
• Overtime pay
• Performance bonus
• Quarterly bonus
• Shift allowance
• Yearly bonus

Experience:

• total work: 2 years (Preferred)