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DIALER MANAGER

Descripción de la oferta de empleo

4finance is one of Europe’s largest digital consumer lenders.For more than 15 years we have been providing fast and convenient financial solutions in a digital world.Leveraging automation and data-driven insights, 4finance provides convenient products in a responsible way. We offer various types of loans, designed to meet our customers’ needs.At 4finance, we have an entrepreneurial mindset, strive for excellence, yet keep things simple. Our business is driven by leading edge technology and our talented people - the most important ingredient of our success. 4finance has created a supportive, rewarding and empowering environment, where employees can grow their talent. We are proud to have a global network of leading experts, who are driven by passion to deliver.Responsibilities:Daily monitoring of call center KPI’s for all 4finance projects (Spin Rate, Portfolio/Call list penetration, Connect Rate, Contact Rate, waiting time, wrap-up time, talking time, utilization of the agents, drop rate, etc).Support Webitel & VCC Live dialer systems, maintaining efficient operation of the dialer, optimizing settings;Perform regular analysis and improvements on call center operational metrics;Proactively calculate and monitor the required number of lines to maintain the dialer’s target SLA;Analyze auto-dialer metrics and continuously improve dialer settings;Development of necessary dashboards and reports for daily tracking of KPIs, creation of necessary alerts.Work with local VOIP support team to plan and implement integrations with 3rd party systems and services.;Regular сcommunicate with collection managers and give them recommendations on how to improve call center performance (number of agents, number of lines, different dialer modes, different shifts depending on contact during the day, etc.)Monitor and improve existing integrations with the data collection platform, messengers, text-to-speech services, etc.;Consult and advise IT and business on call center dialer functionality, capabilities and operations;Offer new solutions and ideas to businesses based on the capabilities of the telephony platform, such as voice bots, messenger automation, speech recognition, AI recognition of voice mails, cascading number changes, etc.Make a process for regularly changing numbers in the pool, based on country specifics.Preparing weekly and monthly presentations for management with call center performance dynamics and KPI’s achievements.Requirements:Experience with IP telephony for at least one year (Avaya/Genesis/Cisco/Webitel/Asterist/VCC-Live);Experience in setting up call centers (from 60 people) and a clear understanding of how call centers, autodialers work and which one is better for each type of call center activity;Proactive position, variability, independence.Debt collection experienceAbility to make decisions independently.Ability to set priorities for tasks and deliver them in time.The ability to organize and plan your work.
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Detalles de la oferta

Empresa
  • 4finance Spain
Localidad
  • En toda España
Dirección
  • Sin especificar - Sin especificar
Fecha de publicación
  • 08/11/2024
Fecha de expiración
  • 06/02/2025
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