www.mcmcg.com Encore Capital Group Delhi, Gurgaon : Dialer Specialist

[Admin]

mcmcg.com

Designation Dialer Specialist

Job Description
This process is responsible for overseeing the day to day operations of the aspect predictive dialer and call monitoring application including research, optimization, reporting and trouble shooting across multiple sites.

Desired Profile
Controlling dialer builds, refreshing tables, monitoring floor operations for dialer performance and working with operations to optimize calling the best accounts at the best time. Add/ Change/ Delete users on call center systems.

Proactively monitor systems and works to assess and correct potential problems before they result in downtime or decreased efficiency. Observe call center technology to conduct analysis and make observations to improve technology and/or processes. Supporting Call Center Analytics strategic initiatives.

Serves as a contact point for system questions, assess business needs, deployment of and problems to ensure that management is informed of functionality issues that arise. Act as a liaison between MCM management and software companies to ensure proper functionality of the technical systems.

Provides statistical data and generate reports to Managers and analysts, enabling them to make more informed business decisions.

Encore Capital Group
Plot no 520, Udyog Vihar Phase III, Gurgaon

Phone: 0124 4530300

Website http://www.mcmcg.com
Jobs@encorecapitalgroup.com

[subhankar.dutta4u]

SUBHANKAR DUTTA
House No : 33c/1, Akshay Kumar Mukherjee Road, Baranagar (P.S.), Nawpara (P.O.), Kolkata-700090.
Mobile : (+91) 9347481398; E-mail: subhankar.dutta AT gmail.com
Date of Birth : 19th April, 1983

OBJECTIVE : Intend to work as an, ‘Assistant Manager’, in a creative and challenging environment in the Operations / Dialer / Work Force Management field, where I could constantly learn and deliver solutions to problems, with the possibility of career advancement.
PROFILE
- Budding management professional with dynamic proficiency and practical experience, gained while working on projects and trainings as part of the curriculum.
- Has the ability to integrate learned skills with overall business operating strategy.
- Possess excellent communication and management skills.
- Displays indomitable spirit while working in a team, accepts challenge and delivers result in set deadlines.
- Enriched with logical reasoning that is developed from good academic records and experience.
Expertise :

- Aspect Dialer Unified IP 6.6
- Aspect Mega Dialer
- Incident Management
- Clarify and figure out RCA
- Generating All Business Reports
- Problem Management
- Change Management
- Trouble Shooting
- Partial Technical support
- MIS Reports.
- Familiar with SYBASE.

- Work Force Management (WFM)
- Scheduling & Rostering of agents as per the Daily Headcount requirement
- Calculating the Daily Headcount Requirement as per the Download / Call Volume

EDUCATIONAL AND PROFESSIONAL DEVELOPMENT

CERTIFIED IN ASPECT MEGA DIALER & ASPECT DIALER UNIFIED I.P. 6.6, 2008-09

GREEN BELT ( DMAIC & LEAN ) TRAINED & TESTED, 2010

COMPLETED B.COM (HON’S), 2000-03
University of Calcutta, Kolkata

I.S.C. 1998-2000
St. Paul’s Mission School, Kolkata

PROFESSIONAL EXPERIENCE

PRESENTLY WORKING WITH GENPACT PVT LTD, Gurgaon / Hyderabad APR ’05- TILL DATE

WORK FORCE MANAGER

Working in Work Force Management (WFM) Team to do the set-up of a Pilot project, ’iYogi’, in the transition Phase ( June’10 – Till Date ) - HYDERABAD

- Went on an OJT to client site for transition of a new Inbound Technical calling process - project, ‘iYogi’.
- Came Back from OJT and did the set up viz., coordinated with the I.T. team for UAT and installation of, ’Cisco phones’ and voice and data ports on the floor.
- Identified the Key Performance Indicators & Critical Performance Standards for the new Inbound process and got them verified by the client.
- Streamlined the business reporting structure for the new, ‘iYogi Project’.
- Prepare and publish weekly PPT Dashboards for Client Review and represent Genpact WFM on client calls.
- Monitor Real Time Inbound Queue’s - to keep a tab on maintaining discipline on the floor by raising alarm for agents exceeding breaks and sitting on high ACW, high AHT, long outbound calls (call backs) etc; Thus maintaining the agent availability based on Call Volume and managing the Process Service Level, Abandon Rate and Idle Rate.
- Preparing and publishing the weekly Roster based on Client Schedule Head-count requirement.
- Roster Cabs for agents pick-up through Wheels on a weekly basis as per the schedule to ensure the availability of agents on the floor as per the committed to client head-count and avoid unnecessary shrinkage on that.
- Preparing the AES structure and publishing the monthly AES ratings of the agents.
- Is responsible for month-to-month Contest’s Reports by which agent’s CONTEST PAYOUT is being decided.
- Preparing hourly reports and publishing them.
- Publishing hourly updates to the leadership through sms.
- Preparing call metrics report.
- Publish Late Loggers and Shrinkage report on a daily basis.
- Streamline, drive and provide daily dump for Associate Productivity Tracker (APT) which captures individual downtime incurred & covered by agents; As a single point of contact for the APT Team.
- Analyzing the incidents and assigning them to relevant teams.
- Preparing Route Cause Analysis (RCA) for Critical incidents.
- Keep a track of Downtime if any, and immediately inform about the same to leadership at the start time of occurrence and publish a detailed report after the immediate end of the same.
- Coordinating with different teams for Change management activities progress.
- Coordinating with the I.T. team for any I.T. issue on the floor.
- Preparing call metrics report.
- Helping Operations team to drive numbers, by all possible means.
- Analyzing data and publish flags to the operations team, based on the trend of the data.
- Coordinate with the training team as to how many new batches will hit the floor and get all their ID’s created by the iYogi client and calculate and maintain the Seat Utilization (S.U.) for them.
- Plan, prepare, schedule the roster accordingly and publish the same data for seat utilization.
- Did the set up and handle the same team size with a headcount of 220 agents (approx.)
- Working as a single point of contact between the iYogi client and Genpact leadership.


DIALER STRATEGY ANALYST – MANAGEMENT TRAINEE

Worked in Dialer Operations Team to do the set-up of the Dialers in the transition Phase of Pilot Projects like Mashreq Bank / SCB / MNYL / Carnation ( May’09 – June’10) - HYDERABAD

- User Access Testing for the set up of Aspect Dialer unified I.P. 6.6.
- Creating Table Definition in Aspect 6.6.
- Creating Call Data Definition in Aspect 6.6.
- Creating Outbound & Inbound Services (Campaign’s) in Aspect 6.6.
- Creating Schedule’s based on Time Zones as per the business calling window, in Aspect 6.6.
- Creating different Filter’s as per the Table Definition in Aspect 6.6, to meet daily operational requirements of the business.
- CLI mapping for Inbound services in Aspect 6.6.
- Mapping Agent ID’s to respective Inbound / Outbound Services in Aspect 6.6.
- Import Call Tables and Enable the various Services in Aspect 6.6 on a Daily Basis at day beginning.
- Do Integrity Check at the day beginning on a daily basis.
- Disable the various Services / Campaign’s and Back-up the dialed Call Tables in Aspect 6.6 at the day end, on a daily basis.
- Import the Restriction Files on Call Tables in Aspect 6.6 on a daily basis or, whenever required.
- Export the Dump of Dialed Call Tables from Aspect 6.6 (sometimes even using SYBASE SQL Queries, as an alternative) to do Data Analysis for any RCA, as and when required to support Operations.
- Was responsible for the entire daily reporting from Software like Data Views (Business Objects), which includes all daily metrics data.
- Preparing hourly reports and publishing them.
- Preparing PPT presentation of overall performance on weekly basis.
- Publish Late Loggers and Shrinkage report on a daily basis.
- Keep a track of Downtime if any, and immediately inform about the same to leadership at the start time of occurrence and publish a detailed report after the immediate end of the same.
- Streamline, drive and provide daily dump for Associate Productivity Tracker (APT) that captures the exact Logged-in hours, Breaks, Downtime and Exact productivity time of agents. APT is very crucial for tracking individual Agent’s downtime and downtime covered by the Agent’s.
- Analyzing the incidents and assigning it to relevant team.
- Preparing Route Cause Analysis (RCA) for Critical incidents.
- Monitoring different Services / Campaign’s – Outbound / Inbound etc., to keep a tab on maintaining discipline on the floor by raising alarm for agents exceeding breaks and sitting on high ACW, high AHT, high Preview time etc.
- Preparing call metrics report.
- Preparing & publishing weekly reports.
- Was responsible for Launching month-to-month Contest’s for Contact Rate and Drive the same and Publish the Reports for the same for the agent’s CONTEST PAYOUT to increase Contacts on the dialer by boosting agents motivation.
- Analyzing ageing of incidents and publishing them.
- Helping Operations in identifying the Key Performance Indicators & Critical Performance Standards.
- Coordinating with the I.T. team for setting up of Ports on the floor.
- Coordinating with the I.T. team for Mapping of GUI / CRM with the Aspect 6.6 Dialer.
- Coordinating with different teams for Change management activities progress.
- Participate in client calls to give overview of the Overall Process Performance from the Dialer stand-point on weekly / monthly basis.


PROCESS DEVELOPER / PD 200

Worked in GENPACT Collections COE (April’05 – April’09) – GURGAON TEAM SIZE - 22

- Worked as the lead line (supervisor) in various US based outbound collections shop’s taking escalated calls from the floor and resolving queries including escalated Spanish Calls.
- Also handled the floor in the absence of the manager, thus managing agent break timings depending on the call volume thus managing the Process Service level, Abandon rate and idle rate.
- Took SMS batch for new hire’s joining Outbound Late Stage and took them through an elaborate 3 weeks of training and on the job experience, thus helping them come up the learning curve.
- Mentored new hires and helped them to come up the learning curve.
- Taken care of all reporting which includes agent’s performance as talk time, dollars collected, balance moved, Skill development ranking reports, which plays an important role to grade agents in their monthly AES.
- Planned and strategize to ensure that the Process delivers on required numbers and meets given target by the client.
- Was responsible for the entire daily reporting from Software like AVAYA and B.O. (Business Objects), which includes all daily metrics data.
- Was responsible for month-to-month Contest’s Reports by which agent’s CONTEST PAYOUT was decided.
- As a PD 200 was responsible for handling escalated calls from customers from USA.
- Was responsible for Supervising agent’s performance and general discipline on the floor.
- Answered the queries of agents related to accounts.
- Real time Monitoring of agents and floor management with/without a PCM.
- Taken care of Wheels Cab rostering for the team to avoid unnecessary transport defaults.
- Was responsible for capturing Customer Complaints and forwarding the same to the CCRP team for further action.
- Handled Associate Productivity Tracker for the entire team as a Spoc for APT to avoid unnecessary exceptions of downtime for the team.
- As a Process Developer was responsible for account browsing to do soft skip search of Late Stage & Recoveries Accounts to find better Contacts numbers for such customers there by saving such Accounts from getting charged-off.

QUALITY EXPERIENCE

- Trained & Tested on SIX SIGMA – DMAIC & LEAN – GREEN BELT TRAINING.
- Certified WHITE BELT – LEAN TRAINING Certified.

QUALITY PROJECTS UNDERTAKEN

- Used Lean methodology Kaizen to reduce steps in account browsing for Late Stage Collections by getting GUI mapped with the CRM with the help of I.T. team, which reduced AHT which was a CPS and increased the productivity on such accounts.

TRAINING PROGRAMMES ATTENDED
- GREEN BELT Training 2010.
- White Belt – Lean Training 2007.
- Steps to Personal Mastery.
- 3 steps to Success.
- Time Management.
- Stress Management.
- Managing Change.
- Performance Management.
- Recoveries Training.
- F.D.C.P.A.
- Voice & Accent Training.
- Business Handling Skills.
- Understanding Numbers ( Collections Metric’s)
- Bill Arnold – Collections Training.
- Effective Listening – Online.

SIGNIFICANT ACHIEVEMENTS / CONTRIBUTIONS / AWARDS & RECOGNITION
- Is due for promotion as an Assistant manager since May 1st, 2010.
- Passed the Green Belt Test in 2010.
- Got Promoted as an Management Trainee ( Band 4 ) on May 1st, 2009.
- Scored the second highest marks in Aspect Dialer Certification Test, Jan’ 09.
- Got Promoted as a Process Developer from Process Associate on Nov’ 06.
- Got Lean Certified / White Belt Certified in 2007.
- Six Sigma caller with no compliance defects till date by adhering to compliance CTQ’s.
- CALL QUALITY SCORES – Have always been amongst the top 20% of the portfolio.
- Have been appreciated on numerous occasions by the customer for the quickness and quality provided in resolution of accounts.
- ECVOC- have always been rated very high on ECVOC monitoring throughout
- As a newly joined Process Associate, had been awarded as Star Collector twice in consecutive months (1st time with a TV and 2nd time a DVD player ) from Carlton Benton, the client for Outbound Collections for moving highest amount of balances on accounts from Late stage to Early stage of Credit Card Collections in Dec’05 & Jan’ 06.
- Received performance based appreciation letters from the leadership team on numerous occasions.

PERSONAL DETAILS :
Father’s Name : Late Satya Charan Dutta.
Date of Birth : 18th April, 1983.
Sex : Male.
Marital Status : Unmarried.
Present Address : Ground Floor, EWS 760, Kukatpally Housing Board, Phase – III, Hyderabad, Andhra
Pradesh.

Pin : 500072.


Mobile : (+91) 9347481398.

[Guest]

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