Overview
Senior Executive- Time Analyst- Time Analyst/RTA Jobs in Cape Town, South Africa at ExlService Holdings, Inc.
Position: Senior Executive-Real Time Analyst-Real Time Analyst (RTA)
Core Responsibilities
Oversee the configuration, optimization, and troubleshooting of dialer systems.
Monitor the performance of the dialer software and adjust settings to maximize conversion and agent efficiency.
Ensure the dialer system is in compliance with regulatory requirements, including the Do Not Call (DNC) list and other telemarketing regulations.
Track key performance indicators (KPIs) such as call volume, penetration, contact rates, and conversion rates.
Generate and analyze reports to identify trends and areas for improvement in dialing processes.
Implement strategies to improve dialing efficiency and lead engagement.
Serve as the primary point of contact for technical issues related to the dialer system.
Collaborate with IT or technical support teams to resolve system errors and ensure minimal downtime.
Regularly update and maintain the dialer system to ensure smooth operations.
Monitor the distribution of leads to ensure that they are assigned effectively to agents based on priority and workload.
Implement strategies to prioritize high-value leads and optimize lead flow.
Work with the onshore & business teams to align on dialing strategies.
Ensure that the dialing process adheres to industry regulations and company policies.
Responsible for all aspects of campaign management and strategy. As a Dialer Operations, use cutting-edge technology to monitor, analyze, and take action to achieve penetration goals.
Ensure adequate staffing levels and minimize organizational risks.
Analyze dialer-output data to identify potential problems and issues.
Run payment report regularly.
Configuration of new campaigns: creation, user profiles, worksheets, etc.
Provide guidance on compliance awareness such as DNC, state laws, TCPA (Cell Phones), GDPR, other federal laws, OFFCOM, etc.
Support various contact types:
Independent Business (Result of OB call), OB, Auto Dial, SMS.
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Title: Senior Executive- Time Analyst- Time Analyst/RTA
Company: ExlService Holdings, Inc.
Location: Cape Town, South Africa
Category: Business (Business Development)
