Dialer at EXL South Africa

About the job

• We are seeking a highly motivated and detail-oriented Dialer to join our dynamic team. In this role, you will oversee the configuration, optimization, and performance of our dialer systems to ensure the highest level of efficiency and effectiveness. You will be responsible for managing the dialer team, ensuring compliance with industry regulations, and implementing strategies to enhance lead engagement and maximize conversion.
• If you're passionate about using cutting-edge technology, improving dialing processes, and ensuring compliance, we'd love to hear from you!

Key Responsibilities:

• Dialer Management: Oversee dialer system configuration, optimization, and troubleshooting.
• Team Leadership: Supervise, train, and provide feedback to dialer agents.
• Performance Monitoring: Track KPIs (e.g., call volume, conversion rates) and analyze data for improvements.
• Campaign Management: Configure campaigns and manage lead distribution.
• Technical Support: Resolve system errors and collaborate with IT teams.
• Compliance: Ensure adherence to telemarketing regulations (DNC, TCPA, GDPR, etc.).
• Reporting: Generate and review reports to drive efficiency and lead engagement.

Experience:

• Proven experience with dialer systems (preferably in a call center or telemarketing environment).
• Familiarity with performance metrics like call volume, conversion rates, penetration, and contact rates.

Technical Skills:

• Strong knowledge of dialer software and troubleshooting techniques.
• Ability to configure and optimize dialer campaigns, user profiles, and reports.

Compliance Knowledge:

• Understanding of telemarketing regulations such as Do Not Call (DNC) lists, TCPA, GDPR, and other relevant laws.

Leadership & Team Management:

• Experience in supervising and coaching a team, providing performance feedback and training.

Data Analysis & Reporting:

• Proficiency in generating and analyzing reports to identify trends and improve dialing efficiency.