Job Description for Dialer Operation

Designation: Executive/ Sr. Executive Dialer Operations

Department: Information Technology

Work Experience: Fresher – 2 years

Job Profile:

 Managing the dialer (system) on a daily basis as per the business requirements.
 Working in tandem with Ops and CS to achieve the business deliverables set by the
client.
 Ensure all the dialing parameters of the projects are in compliance as per the
parameters set by client.
 Daily data analysis and preparation of daily dialing strategy.
 Implementation of the dialing strategies and also documentation of the reasons for
variations.
 Daily shift and hours planning with agent staffing.
 Daily communication with Ops/CS regarding any future shortcomings and health of
list.
 Analyzing performance trends related to business KPI’s like CPH, SPH and contact
penetration.
 Ensuring timely delivery of accurate reports (hourly/agent performance) to
operations and concerned departments.

Skill Set required:

 Graduate preferably in Science/Computer Science.

 Excellent analytical skills.
 Sound understanding of business requirements related to BPO industry.
 Excellent analytical skills
 SQL knowledge will be an added advantage.
 Good verbal and written communication
 Should have excellent working knowledge of MS OFFICE especially EXCEL and
POWERPOINT.
 Quick learner to grasp new business strategies.
 Should be willing to work in shifts.

Zenta Internal Document JD for Dialer Operations Pages 1 of 1