International award-winning executive recruitment expert Monroe Consulting Group is recruiting on behalf of a Digitally enabled debt collection platform. Our client is seeking a Dialer Technician with a strong experience in the Consumer Finance industry.
Job Responsibilities:
- Lead a Genesys team in Head Quarter level for incident troubleshooting, root cause analysis, solution verification and measurement of post-improvement implementation.
- Manage Genesys parameterization: campaign, call list, user, filter, scheduling, skills, workgroup...
- Improve dialing KPIs: talk time, ready time, abandoned, drop rate, take up rate...
- Conduct requirement analysis for Genesys & related integration systems: Chat Bot, Voice Bot, IVR...
- Develop real-time reports for Omnichannel: SMS, Social App, Call...
- Implement change requests regarding business strategies and piloting.
Job Requirements:
- University degree in MIS, BIS or IT
- Good knowledge of support models such as ITIL, GSPHD
- Basis knowledge of CTI/Telephone infrastructure, routing strategies, inbound & outbound campaigns, SIP, VOIP...
- Minimum 4-year solid experience with Application Support or Technical Business Analysis
- Experience in the Consumer Finance industry or similar position (dealing with Collection, product development, marketing, project management, …) is preferred
- Good English communication and presentations
- Proven experience in SQL scripting, reporting tools and dialing methodology is a plus
- Structural thinking and systematical approach
- Problem-solving and decision-making personality
- Be able to discuss technical matters and concepts with various stakeholders
- Be able to work as a part of a team and independently
- Can work under pressure
