Dialer Specialist (Makati City • Alabang) null

About the Role

As a Dialer Specialist, you are responsible for preparing and uploading contact list to the dialer and making sure the dialer is working as programmed. The purpose of this role is to support the availability and optimization of dialer performance to increase the productivity and efficiency of Contact Center Team specifically Outbound Dialing Agents in order to meet established KPIs.

How you'll contribute

• Upload list of qualified accounts for auto dialer calling, Voiceblast and SMS based on approved schedule and coordination with Outbound Team Leaders for call lists
• Adjust dialer settings (spin rate, pace rate, etc.) to adhere to collections workflow and strategies based on input from Outbound Team Leaders and Dialer Manager
• Monitor dropped calls and abandon rates daily and propose adjustments to the dialer, call lists, and Outbound Team Leaders accordingly
• Attend and resolve all concerns related to the dialer, which may include coordination with Vendor Support and Information Technology Team
• Perform troubleshooting if any issues occur in the dialer, which may include coordination with the outbound and inbound calls teams
• Monitor and reach the yearly and monthly KPIs (Abandon Rate (outbound), Average waiting time of agent (outbound, seconds), Efficiency of collections, Uptime, Number of complaints received from calling agents)

What we're looking for

• Bachelor's degree in Information Technology, Electronics & Communications Engineering, Computer Engineering, Computer Science or any related field
• With ability to analyze dialer-output data to identify potential problems/issues with dialer performance and find resolutions
• With ability to prepare and analyze various collections reports (Dialer Performance Report, Contact Rate, Idle Time Analysis, Collections Deck, etc.) regularly in coordination with the Analysts Team
• With ability to develop and propose strategies to improve dialer performance, solve issues and minimize potential threats, and report to the Dialer Manager regularly regarding these items
• With ability to propose improvements to the collections process to the Dialer Manager, to increase Call Agents’ productivity and efficiency

About Security Bank

Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.

We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”

Start your BetterBanking career with us today.