EXL

Manager WFM Dialer

EXL  •  Noida, IN (Onsite)  •  9 hours ago
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Job Description

  • Responsible for daily management of the phone system including but not limited to list management, creating and tracking adherence metrics, planning and scheduling of short and long-term staffing in the call center
  • This role will also be providing compliance guidance when running outbound campaigns
  • Responsible for all aspects of campaign management and strategy. As a Dialer Operations will use cutting-edge technology to monitor, analyze, and take action to achieve penetration goals
  • Ensure adequate staffing levels and minimize organizational risks.
  • Perform daily uploads, downloads, and importing
  • Ensure and document outbound dialer activity
  • Analyze dialer-output data to identify potential problems and issues
  • Run payment report regularly
  • Create and update dialing campaigns filter, list strategies, and reports
  • Monitor and adjust the performance of the dialer systems
  • Responsible for all aspects of the call center technology platform including conversational IVR, cloud-based contact center solutions, workforce management, and outbound dialing/campaign management
  • Responsible for team member schedules to endure all intervals during business hours are staffed to support expected call volumes
  • Configuration of new campaigns: creation, user profiles, worksheets, etc
  • Provide guidance on compliance awareness such as DNC, States laws, TCPA (Cells Phones), GDPR, FDCPA, other Federal Laws, California Privacy Act, etc.
  • Support various contact types; Independent Business (Result of OB call), OB, Auto Dial, SMS

Core Responsibilities

  • Responsible for daily management of the phone system including but not limited to list management, creating and tracking adherence metrics, planning and scheduling of short and long-term staffing in the call center
  • This role will also be providing compliance guidance when running outbound campaigns
  • Responsible for all aspects of campaign management and strategy. As a Dialer Operations will use cutting-edge technology to monitor, analyze, and take action to achieve penetration goals
  • Ensure adequate staffing levels and minimize organizational risks.
  • Perform daily uploads, downloads, and importing
  • Ensure and document outbound dialer activity
  • Analyze dialer-output data to identify potential problems and issues
  • Run payment report regularly
  • Create and update dialing campaigns filter, list strategies, and reports
  • Monitor and adjust the performance of the dialer systems
  • Responsible for all aspects of the call center technology platform including conversational IVR, cloud-based contact center solutions, workforce management, and outbound dialing/campaign management
  • Responsible for team member schedules to endure all intervals during business hours are staffed to support expected call volumes
  • Configuration of new campaigns: creation, user profiles, worksheets, etc
  • Provide guidance on compliance awareness such as DNC, States laws, TCPA (Cells Phones), GDPR, FDCPA, other Federal Laws, California Privacy Act, etc.
  • Support various contact types; Independent Business (Result of OB call), OB, Auto Dial, SMS

Any Graduate

EXL

About EXL

Choosing a digital partner is about more than capabilities — it’s about collaboration and character.

Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.

At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.

Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.

Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.

We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.

At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.

For more information, visit www.exlservice.com.

Industry
Consulting & Advisory
Company Size
10,000+ employees
Headquarters
New York, NY
Year Founded
Unknown
Website
exlservice.com
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