Business Process Improvement Analyst

6 days ago


Cape Town, Western Cape, South Africa ExlService Holdings, Inc. Full time
  • Responsibilities

    Core Responsibilities

    • Optimize dialer software performance and adjust settings to enhance conversion rates and agent productivity.
    • Ensure dialer system compliance with regulatory requirements, including Do Not Call (DNC) lists and other telemarketing regulations.
    • Analyze 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.
    • Develop 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 minimize downtime.
    • Regularly update and maintain the dialer system to ensure smooth operations.
    • Monitor lead distribution to ensure effective assignment 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.
    • Evaluate the dialing process against industry regulations and company policies.
    • Manage all aspects of campaign management and strategy. Utilize cutting-edge technology to monitor, analyze, and take action to achieve penetration goals.
    • Ensure adequate staffing levels and mitigate organizational risks.
    • Analyze dialer-output data to identify potential problems and issues.
    • Run payment reports regularly.
    • Configure new campaigns: creation, user profiles, worksheets, etc.
    • Provide guidance on compliance awareness, including 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.

    Additional Responsibilities

    • Track and report on KPIs.
    • Collaborate with cross-functional teams.
    • Ensure regulatory compliance.


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