Company Name : OYO Looking for Support Engineer at Location : Remote Full Time

Job Description

Job Description

The purpose of this role is to manage all daily inbound/outbound dialer activity &

inbound service levels across all multi-functional areas. Analyze real time contact

center statistics in order to facilitate actions to meet inbound & outbound

Collection targets.

Dialer Support

• Create dialing strategies and campaigns in line with company strategy
• Continuously innovate to improve the performance of the dialer
• Liaise with the technical support team regarding dialer irregularities and maintain a high level of customer service
• Implement, control and evaluate calling strategies on the predictive dialer
• Campaign monitoring and troubleshooting
• Ensure compliance is continuously followed by communicating with all supervisors and managers
• Reporting and analysis on dialer performance
• Analyzing reports by interpreting results and by making additional recommendations to increase dialer performance.
• Manage relationships and expectations with various campaign managers.
• Debrief and review campaigns from a dialer perspective.
• Internal training on the dialer process at all levels within the call center is to be provided when required.

Qualifications

• Bachelor’s degree in CSE/IT,BCA or Any technical degree preferred
• Minimum of 4 years dialer administrator experience (C-Zentrix/Asterisk based Dialer would be preferable)
• Minimum of 4 years experience in the interpretation of call center analytics.
• Proven record of formulating strategies and ability to effectively analyze business data
• Proficient at MS Office (Excel – advanced)
• Knowledge of dialer management/ownership and scenario based capacity planning for outbound
• Experience in developing and implementing strategic dialer projects that bring about system/operational efficiencies

Technical Skills

• DBMS Concepts and SQL queries
• Linux/WINDOWS/CentOS
• Basic knowledge of Voice and Data network communication
• PRI,VoIP,Media Gateways

Attributes and behaviors

• Analytical (production and interpretation) and effective decision maker
• Persuasive, influence and initiate action
• Excellence interpersonal and relationship building skills

Industry: Travel & Tourism
Functional Area: Other
Role Category: Other
Role: Other
Employment Type: Full Time, Permanent

Keyskills

Company Profile

OYO Hotels & Homes is the worlds third largest and fastest-growing chain of leased and franchised hotels, homes & spaces managing over 1 million exclusive rooms across 800 cities and 80 countries. OYO was founded on the mission that everyone deserves a quality living and working space and we are very passionate about this mission. Technology and Innovation plays a critical role in this mission and therefore today we employ World Class engineers, product managers and designers across core markets & geographies. If you are looking for a high pace environment, itching to create a large impact through technology impacting 100s of millions of customers across the globe, we love to hear from you.