DIRECTOR GENERAL

Salary not specified

SUTHERLAND GLOBAL SERVICES PHILIPPINES, INC.
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MABALACAT, PAMPANGA
Educ level not specified
Job type not specified

Job Description

Posted on 29 May 2025
  • DIRECTOR - DIALER
  • Collaboration with Operations, Compliance, and IT teams on strategies for maximizing dialer efficiency and compliance.
  • Development and execution of dialer campaians an monitorina of agent activitv and engagement on campaians
  • Data analysis of campaigns, inventory penetration, company objectives and identification of new strategies to improve company performance.
  • Configuration and administration of dialing systems including the PBX, IVR, manual and automated contact platforms, and voice analytics system.
  • Understanding and incorporating legal, regulatory and client requirements into all dialing efforts.
  • Administration and reporting on call management software
  • Ensure proper operation of Predictive Dialing System and Outbound Interactive Voice Response Software.
  • Provide training and support to the Operations Unit in the use of technology hardware and software.
  • Provide reporting and analytical tools to assess compliance and effectiveness of the team of Dialer Team.
  • Field any escalated technical and/ or operational issues in a timely manner to minimize dialer downtime.
  • Plan, lead, motivate, train, and monitor the team while ensuring compliance with pertinent legislation guidelines and achievement of maximum collection results for clients and the company.
  • Performance coaching, scorecards, development plans, and agent administration must be accurate and executed in a timely manner.
  • leam retention should be at a minimum of 95% monthly and negative attrition should be no more than 4% monthly.
  • Accountable for all decisions, actions, and directives
  • Responsible for progressive discipline with regards to attendance, performance, and all aspects of company policy up to and including termination.
  • Knowledge, understanding, compliance, and enforcement of all applicable Federal and Local laws and regulations relating to job duties.
  • Knowledge, understanding, and compliance with company policies and procedures.
  • Responsible for the department's overall performance and for motivating team to exceed department goals and objectives.
  • Follow up in a timelv manner to ensure customer satisfaction.
  • ProvIde feedback to management concerning possible problems or areas of improvement.
  • Perform other duties as assigned by management.

Qualifications/Requirements

• Bachelor's Degree or equivalent in relevant work experience.
• 5 years ot related/management experience required.
• In-depth knowledge of the collections industry preferred.
• In Depth knowledge of US State Laws/Federal Laws pertaining to debt collection is a must
• Knowledge of FDCPA/FCRA/TCPA/GLB/CFPBand other related laws is a must
• Should have experience in Configuring, Maintaining & Administering different dialers like Livevox, Five, Noble, Aspect, CISCO etc.
• Knowledge of Dialer hardware and software applications required
• AbIlItv to lead. cirect and motivate others.
• Proficiency in the use of Microsoft Office applications.
• Ability to prioritize and work in a multi-tasked environment.
• Ability to adapt to a flexible schedule.
• Excellent interpersonal, written, and oral communication skills.
• Ability to work in a team fostered environment

Work location

MABALACAT, PAMPANGA

Remarks

Name: Prashant Ghildival
Address: Clark Freeport Zone Pampanga
Nationality: Indian
Intended period of employment: Two (2) years
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About the company

Sutherland is an experience-led digital transformation company that can help your business achieve non-linear growth by delivering exceptionally engineered experiences for your (very human) customers and employees. We do this by combining human-centered design with the scale and accuracy of real-tim...

Industry

Company industry not specified

Employment size

200 and over (Large)

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