Senior Executive Dialer Management (Support Function)
Al Sayer Group
Total years of experience :20 years, 11 Months
Design, build & maintain dialer campaigns as per operational requirement.
Ensure accurate and timely data upload for all outbound campaigns as per defined timelines.
Responsible to achieve daily contact objectives by monitoring campaign penetration and staff utilization.
Driving Staff Daily/Monthly Performance achievement to set targets.
Analyze and report results of campaigns and recommends changes as needed.
Develop, analyze and distribute call statistics and identify trends to help determine the need for strategy changes and/or training.
Provide dialer training and mentor-ship to dialer officer.
Raise and Coordinate with IT for resolution of dialer related issues.
Audit Staff Performance, Finalize and Submit Staff commissions to Finance prior to Monthly Cutoff.
Conduct process audits and highlight process/systems gaps.
Communicate audit findings to concerned teams for corrective action.
Maintain accurate audit reports.
Calculate, compile and submit department incentive data to finance before cutoff.
Analyse data and recommend process and system changes to enhance productivity.
Suggest and drive improvement projects.
Coordinate with IT for resolution on all IT related issues.
Extract and distribute data relevant to operations for achievement of KPIs.
Develop and maintain process documentation as per ISO guidelines.
Update and maintain performance dashboards.
Key Responsibilities
• Lead and manage the day to day activities of the Collections Team. Span of control 45 Collectors and 5 Team Leaders.
• Formulate collection strategies and monitor implementation of the same.
• Encouraging and driving team members to meet & exceed collection revenue targets.
• Handle escalated customer calls and ensure timely follow-up and closure.
• Research and resolve payment discrepancies before monthly cycle cut off.
• Audit team member work queues to ensure compliance with work standards.
• Conduct mock calls and call calibrations session with the team members to improve their overall call flow, objections handling and negotiation skills.
• To be the single point of contact for all Audit requirements.
• Conducting Yearly Performance appraisals and payroll hikes for team members.
• Recruiting new team members in coordination with the HR Department.
• Assist new hires such that they are productive on the floor in the shortest possible time frame.
Highlights
• Successfully transitioned an AMEX Credit card recovery process from US (Phoenix- Arizona) to our India office.
• Post transition due to our best in class recovery performances we gained several market share increases from our client. These gains positively impacted unit revenue.
• Awarded and Recognized by senior leadership.
Key Responsibilities
• To transition the Purchasing card program (P-Card) from the US (Glendale California) to HP India.
• Ensure completion of all P-card transaction processing and administrative request.
• Auditing of P-card transaction to identify fraudulent charges and policy violations.
• Weekly training on P-card responsibility, functions and usage to new P-card users
• To ensure all Vendor Inquires are researched and resolved as per defined TAT.
• Lead and supervise Global Vendor Master Team
• Ensure timely and accurate completion of Vendor master administrative request
• Lead the Vendor master data migration project from legacy systems to SAP.
• Monitoring and clearing of Vendor master Fallouts to ensure accurate flow of Vendor master data to downstream systems.
• Being part of UAT testing’s for all system enhancements related to Vendor Master.
• Responsible to handle both internal and external process Audits.
• Conducting Yearly Performance appraisals and payroll hikes for team members
• Functional Model and Backup Plan for all employees to ensure minimum process impact on account of employee absenteeism and attrition.
Highlights
• Joined Hewlett Packard as a Financial Assistant and rose to a position of an Assistant Manager.
• Travelled to our client site in the US (Glendale California) and transitioned the Purchasing card program to our India Office
• Recognized by the client for successfully transitioning and stabilizing the P-Card process in India
• Active member of” Duplicate vendor elimination project”. This project was instrumental in reducing duplicate Vendor payments.
• Awarded and Recognized by senior leadership.