REPORTS TO
Lead – Collection Dialer Strategy
JOB PURPOSE
The dialler administrator is responsible for operating predictive dialler technology for Inhouse call center, support dialer
data analysis, implement best practices to increase the connect rate, monitor agent hygiene and improve overall dialing
efficiency. The role will require the administrator to manage multiple dialler campaigns(all products) simultaneously. The
duties are primarily split into four sections:
Pre Calling
Conduct a series of checks to ensure that the dialler has received the correct allocation accounts and the configuration for
the day is correct. Decide the product wise dialing plan for the day as per actual ACR.
During Calling
Optimally pace the dialler to ensure that calls are delivered to collectors at the appropriate speed, together with
identification and resolution of any issues which would impair the ability to deliver. Track every 2-3 hour the dialing input
metrics and change the dialing plan accordingly.
Post Calling
Validation that the predictive dialler campaigns have delivered as per strategy. Deliver end of day reporting as and when
required and plan for next days calling on all unpaid accounts.
Reconfiguration
Apply agreed changes to the dialler configuration as per the agreement with center manager/supervisors in preparation
for calling activities on future dates.
KEY RESPONSIBILITIES
Increase overall calling efficiency by adjusting the dialer pacing
Reduce and highlight any agent hygiene metrics such as – high idle, wrap, AHT, break etc
Increase the intensity, connect rate and highlight the team to increase connect to PTPs
Execute dialing plan according to agreed business strategy
Troubleshoot and resolve dialler related queries from supervisors/managers
Produce timely and accurate delivery of start of day, intraday and end of day reporting
Ensure proper allocation for each campaign
Perform intra day checks to ensure calling lists are optimally performing
Highlight to the team any operational or technical issues to the agreed business strategy being executed
Design and maintain calling list criteria, collector workgroup relationship and guard parameters
Minimise wait time for collectors by pacing the dialler optimally
Record interaction on daily action log of queries raised
Ensure compliance with the ABCL risk policy and procedures.
Handles additional functions assigned/delegated by the LM.
KEY RELATIONSHIPS/FOR
INTERNAL
CN application support team
MIS team, Strategy and Analytics team
Zone RTM, agency, collection team
EXTERNAL
None
CONTRIBUTES TO
The mitigation of risk by delivering collections calls through predictive dialler technology according to agreed
business strategy
Protection of the ABCL reputation. ABCL ability to meet legal and regulatory obligations.
JUDGMENT/COMPLEXITY
Ability to engage stakeholders across multiple teams
Able to work under time pressure and adapt to changing requirements to produce prompt, reliable information to
management for decision-making purposes.
RISK MANAGEMENT
Ensure compliance with internal policies and external regulatory requirements
EXPERIENCE AND KNOWLEDGE
REQUIRED College graduate / Post Graduate of any statistical/ business course.
5+ experience of managing predictive dialler technology preferred
Prior experience of intra day support to multiple service recipients preferred
Ability to process, analyze and interpret data from a variety of sources
Data analysis skills, PowerBi, Advanced Excel, Power query, any data base knowledge will be preferred
Can communicate effectively in English both verbally and in written form
Good Stakeholder management by establishing good working relationships with people at all levels and to work
well in a team environment.
Prior Collections process knowledge preferred
Knowledge of south languages (Telugu, Kannada, Malayalam & Tamil ) will be an advantage for south zone center
FREEDOM OF DECISION MAKING
Prioritisation of day-to-day responsibilities.
Recommend changes to intra day decisioning
Perform maker/ checker duties when applying configuration changes
TRAINING CN Application, Collection and all mandatory trainings
AUTHORITIES
As per delegated authority