A Financial Service Centre.
Dialler is a comprehensive outbound customer contact solution that improves contact effectiveness. It’s a leading solution that helps Collections and Tele-Sales areas to improve agent productivity, maximize revenue opportunities, gain flexibility in managing operating costs and leverage investments in existing technology, applications and infrastructure. Agents can spend more time talking to customers and less time focusing on non-revenue generating activities. Dialler analyst will be monitoring and managing the Dialler application and agents on a real time basis.
RESPONSIBILITIES:
- Provides basic operational support in accordance with established procedures
- Recommends appropriate actions to resolve identified operational issues
- Independently assesses workflow processes and redirecting work as necessary to ensure operational strategies and objectives are met
- Independently develops statistical reports and control records relating to assigned projects or operational areas supported
- Provides subject matter expertise to related operations projects: Collections, tele-Sales, host systems, telephony and technology resources
- Applies good understanding of how own team interacts with other departments to accomplish objectives of the operations area supported
- Applies specialty knowledge in monitoring, assessing, analyzing and/or evaluating operational processes and data
- Conducts analysis to identify gaps and opportunities as well as recommend changes as required. Partner with those lines of business they support to ensure alignment of all documented defined strategies and procedural processes
- Interprets operational data and trends and makes recommendations for process improvements
- Integrates established operational knowledge within own specialty area, combined with a basic understanding of related industry practices
- Direct impact on the business through the quality of the tasks/services provided for operations area. The establishment of system logic (criteria) must align with business/risk defined strategies and initiatives
- Develops working knowledge of industry practices and standards to accomplish objectives
- Communicates by exchanging information in a concise and logical way, while being sensitive to audience diversity
- Applies professional judgment and attention to detail when interpreting data and results based on the analysis of factual information
MINIMUM REQUIREMENTS:
- Native or Bilingual level of English
- Knowledge of Dialler applications
- Good organizational skills
- Collections and/or Tele-Sales background
- Excellent PC skills including knowledge of MS Excel, MS Powerpoint and database (Business Objects or Crystal reports) skills
- Excellent analytic skills
- Attention to detail and ability to work under pressure
- Strong written and verbal communications skills
- Team player
- Flexibility
- Goal oriented
- English proficiency
- Creativity and problem solving actitude
Salary: 22.000-24.000 Bruto/year
Working schedule: Availability to work in rotative shifts between 5 am and 20 pm (7 days per week)
