Communication with clients/Operations- periodic review of Performance, managing day to day operations, accommodating client requests.
Ensure that the real-time management team provides the appropriate real-time guidance and direction and takes appropriate action to meet service level goals and maximize efficiency
Oversee reporting-internal and external reporting and analytics for Member Services
Serve as a subject matter expert and RPM liaison for specific programs and coordinate with operations teams to ensure consistent business / operational goals
Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans
Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required
Facilitate business and operational relationship between client and internal teams with effective and efficient communication to ensure accurate and timely delivery daily administration of dialer and related application
Design, build and maintain campaigns, calling list, filters and extract performance and compliance reports
Troubleshooting dialer issues and communicating with management
Monitor all agents/staff logged into dialer system to assure staff logged into appropriate campaign to each department group and to maximize utilization of agent productivity while logged into campaigns
Ensure all work is performed in compliance with company policies as well as local, state and collection/sales laws and regulation
Ensure optimization of dialer function as well as best use of data
Maintain and analyze PRI utilization
Offer real time support to team leaders to maximize agent performance and also achieve the desired level of KPI's.
To report and liaise with aspect team for any technical issue and help in the resolution
Responsible to set up new campaigns and improve the performance by applying different strategies.
Administering all access, permissions and other security in the dialer software.
SQL automation for uploading the data and multiple reports basis the client and internal requirement
Preparing performance decks for the accounts aligned
Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance
In depth Experience of Genesys/Aspect is mandatory.
Proven experience in process improvement, change management and overall operational excellence
Must be able to multi-task, be detail oriented and possess strong project management/ organizational skills
Must be proficient with Excel, have the ability to organize/analyze, import/export data in a structured manner (db administration, pivot tables, SQL queries, etc., presentation/Communication Skills
Excellent interpersonal and written communication skills
Ability to provide leadership, direction, motivation, development opportunities, and build high performing teams
Technical Skills/Learning capability
Strong quantitative and analytical skills
Strong working knowledge of Windows based programs (Word, PowerPoint, Access, etc.)