Security Bank Corporation
Dialer Specialist (Makati City • Alabang) (Rolling Intake)
Makati, Muntinlupa, Makati City • Alabang
Opportunity expired
Opportunity details
- Graduate Job or Program
- PHP 20000 / Month
- 15 Months Guaranteed Pay and a performance incentive bonus
- 1 vacancy
- Apply by 31 Dec 2024
- Start date Ongoing
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.
Hiring criteria
- No experience required
- Philippine Citizen +more
- IT & Computer Science
- Bachelor or higher
Reviews
I am a recruitment marketing manager handling mainly our external social media like Facebook, LinkedIn, and TikTok. I also assist the recruiters in their requests for releasing internal and external job ads to help them with their hiring goals.
My role is to create campaigns and ads in order to gauge the right target market for a specific product
Helping to hire the best team members in the company
About the employer
Security Bank Corporation
4.4
1,000 - 50,000 employees
Banking & Financial Services
Security Bank Corporation is one of the Philippines’ leading universal banks that serve retail, commercial, corporate, and institutional clients.
Pros and cons of working at Security Bank Corporation
Pros
The best thing is how Security Bank cares for its employees' work-life balance. They are the only local bank to offer hybrid arrangements to head office employees.
Unlike other banks, Security Bank really makes me feel that I matter. Here, leaders are very approachable and visible.
I feel very rewarded and recognized. Personally, I've already been promoted 3x.
My managers are great mentors. They regularly hold alignments to make sure we are on track with projects.
We have a lot of online and face-to-face learning opportunities not only for technical skills but also soft skills.
Cons
Some leaders are still too traditional.
The company should focus on their salary pay. For me, it's very low.
It's slow and really not discussed often - something to improve to keep people happy.
Complex processes can be simplified. Benefits can be improved.
There is nothing too negative! If I had to answer, it would be that SBC is only present locally.