Rahul Singh
Dialer Manager | Genesys & Flexidial Expert | Salesforce | 7+ Yrs in Call Center Tech | Driving WFH Efficiency | Mumbai
- Role
- Dialer Manager at ICICI Lombard
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Rahul Singh
Experienced professional with 7+ years of expertise in Dialer Operations, Contact Center…
Experience
Dialer Manager
Feb 2024 — Present · Mumbai, IN
Managed end-to-end dialer strategy using Genesys and Flexidial platforms for BPO operations of over 500+ agents.• Implemented WFH solutions like Phonon IVR and Salesforce integration, reducing downtime and increasing contact rates by 22%.• Ensured TRAI compliance and timely execution of calling campaigns with proper audit trails.• Created & published actionable MIS dashboards tracking campaign success, idle time, call connects & agent efficiency.• Coordinated with IT & telecom teams for dialer upgrades, routing optimization, and troubleshooting.• Handled predictive, progressive, preview dialing modes to suit campaign requirements and minimize drop rates.
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