Asst Manager

3 days ago


Hyderabad, Telangana, India Everise Full time

Omnichannel Cloud Telephony Engineer – Call Center Technology

Summary: The primary responsibility of this role is to monitor and ensure operational efficiency of all day-to-day dialer campaign operations, achieving daily contact objectives for all clients through a utilization of best practices and software tools to maximize campaign productivity and achieve optimum performance results. Some of these best practices are: adherence to State and National regulation compliance, implementation of client specific dialing strategies, meeting penetration goals, target abandonment rates, contact rates, call volume, AHT, staff utilization, and minimizing average agent idle time.

The software tools that will be utilized by the analyst will include, but not be limited to: Bright Pattern cloud based dialing software suite (used to develop, configure, launch, and monitor all Dialer campaigns), MS Office (Excel, Word, Power Point, Power Pivot, etc.), SQL Server Management Studio (primarily for custom reporting and deep-dive data analytics).

JOB DESCRIPTION

  • Design outbound solution strategies around contact center technology solutions and Omni Channel ACD technology (on cloud e.g., Bright Pattern, Five9, Cisco, etc.). Understand and utilize predictive, progressive, blended inbound, preview dialer models as needed. Support (Zendesk, Salesforce, Oracle CX, MS Dynamics, Freshdesk etc.)
  • Help design dialer agent scripting, disposition, and reporting solutions. Dialer CRM integration and Support may be required. (Zendesk, Salesforce, Oracle CX, MS Dynamics, Freshdesk etc.)
  • Work with the Business Development team and Client Services team on technology solutions
  • Monitor the performance and efficiencies, provide recommendations for improvements.
  • Clearly document all work with systems and servers which you have contact responsibility
  • Document and assist in implementing new programs and passing on to sustaining operations
  • Monitor and support Outbound Agents' performance in running day to day Dialer campaigns and building Dialer strategy operational knowledge
  • Offer real time support to team leaders, managers and stakeholders to maximize agent performance and achieve outbound call objectives
  • Develop, build, support, and implement Everise/Client dialer strategies that encompass business objectives, business rules and all dialing compliance through effective use of the on cloud Bright Pattern Dialing software platform, SQL coding, and Office analytics to ensure optimal campaign efficiency and meet/exceed client mandated KPI's for up to 300 Outbound Agents across multiple campaigns/client projects
  • Work with and assist App Dev / BI Reporting team to Build, Maintain, Audit and Monitor standard and custom dialer reports. Use internal and client driven performance and analytical KPI's, developing and maintaining said reporting to communicate compliance and performance to all levels of the business
  • Recommend procedural/technology solutions to business problems regarding agent productivity, call compliance, and campaign performance optimization
  • Analyze data and system performance to identify trends, risks and possible improvements, providing expert (best practices) technical direction to all Outbound Dialer related projects
  • Help design and maintain reporting architecture for the following:
  • Monitoring daily performance at a workgroup or agent level
  • All compliance reporting needed for outbound dialing
  • Workgroup and campaign level trending
  • Best time of day/week reporting for staffing purposes
  • Monitor dialer performance and trending on an ongoing basis
  • Additional support with Telecom team on existing CCaaS ACD inbound / IVR systems (Avaya, Cisco UCCE, Bright Pattern, Verint recording)

Attributes & Attitude

  • Dynamic and dependable
  • Ability to work under high pressure
  • Excellent interpersonal and communication skills
  • Integrity and drive
  • Energetic and Enthusiastic
  • Prompt and fast paced

Knowledge

  • Extensive Microsoft Office experience with advanced knowledge of MS Excel, MS Word, MS Power Point, MS Outlook and, including advanced formulas, workbook creation, Macros and VBA coding and working knowledge of SharePoint
  • Knowledge and proven experience with SQL Server Management Studio, including SQL coding, Querying, and Stored Procedures
  • Minimum 2-3 years' experience in a call center environment with experience in an outbound analytical role / support capacity.
  • Previous experience running and developing strategy on an Outbound Dialing Platform, preferably Bright Pattern, Five9, Nice inContact, Acqueon, or similar.
  • Previous experience in scheduling, skills-based routing, and dialer campaign implementation preferred
  • Advanced knowledge of Cloud Based/Premise Based Dialers and Telephony infrastructure.
  • Experience building queries and reporting with SQL/MS Excel
  • Knowledge on existing CCaaS ACD inbound / IVR systems (Avaya, Cisco UCCE, Bright Pattern, Verint recording) is helpful.
  • Excellent verbal and written communication, interpersonal skills and presentation skills
  • Strong Project Management, analytical and statistical analysis skills
  • Takes initiative with strong decisive insight, organization, attention to detail and problem-solving skills in a team environment
  • Self-starter and independent that is team oriented, and results driven
  • Available to work flexible schedules usually US (Eastern/Central) time zone but should be flexible to support another Geo/region (APAC/SEA) as required. On call 7/24/365
  • Other duties as assigned
  • Qualification: Computer Graduate/Diploma in Engineering preferably with Telecommunication, Electronics, or Computer Science.


  • Hyderabad, Telangana, India Seven Consultancy Full time

    JOB DETAILS 1) Assist Operations Manager in making important policy, planning, and strategy decisions.2) Manage everyday operations of outlets and Central Kitchen3) Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations.4) Assist Operations Manager in planning for short and long-term goals, including expansions5)...


  • Hyderabad, Telangana, India Exicom Tele Systems Limited Full time

    Key Responsibilities for PPC- Executive/Asst Manager with 2 to 7 YearsDevelop and execute day-wise production plans based on sales forecasts and material availabilityPerform capacity planning and production scheduling to optimize resource utilizationMonitor and manage material shortages, kitting, and production trackingCoordinate with Sales, Logistics, and...


  • Hyderabad, Telangana, India Exicom Tele Systems Limited Full time

    Key Responsibilities for PPC- Executive/Asst Manager with 2 to 7 Years Develop and execute day-wise production plans based on sales forecasts and material availability Perform capacity planning and production scheduling to optimize resource utilization Monitor and manage material shortages, kitting, and production tracking Coordinate with Sales, Logistics,...


  • Hyderabad, Telangana, India Ingersoll Rand Careers Full time US$ 9,00,000 - US$ 12,00,000 per year

    Ingersoll Rand is committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition,...

  • Asst. Manager

    3 weeks ago


    Hyderabad, Telangana, India J K Paper Full time

    Job DescriptionJob descriptionKey Result Area- Managing the organizations TQM policy and facilitating various TQM concepts across all the TQM Circles in Plant.- Establishing TQM practices in order to improve Over all Plant Effectiveness (OPE).- Facilitate continuous improvement at shop floor through abnormality management, problem root cause identification...

  • Asst Manager

    4 weeks ago


    Hyderabad, Telangana, India V-Guard Full time

    Job Description:- Initiate and maintain Best EHS practices in the manufacturing units.- To provide safe working environment to all employees in accordance and in compliance with Statutory requirements as per Factories Act 1948 and respective state Factory Rules.- To advise on Environment Health & Safety aspects in all job studies and to carryout detailed job...

  • Asst Manager

    1 week ago


    Hyderabad, Telangana, India V-Guard Full time

    Job Description: Initiate and maintain Best EHS practices in the manufacturing units. To provide safe working environment to all employees in accordance and in compliance with Statutory requirements as per Factories Act 1948 and respective state Factory Rules. To advise on Environment Health & Safety aspects in all job studies and to carryout detailed job...

  • Asst Manager

    2 days ago


    Hyderabad, Telangana, India V-Guard Full time

    Job Description:Initiate and maintain Best EHS practices in the manufacturing units.To provide safe working environment to all employees in accordance and in compliance with Statutory requirements as per Factories Act 1948 and respective state Factory Rules.To advise on Environment Health & Safety aspects in all job studies and to carryout detailed job...

  • Deputy Manager

    2 weeks ago


    Hyderabad, Telangana, India Pepsico Full time

    OverviewFinance Asst Analyst for Capital Planning ProcurementResponsibilities- Prepaid Execution, Review and Settlements- IB reporting- YoY COC analysis- E2E period forecast and closeQualificationsOverall 5-6 yrs of strong expertise in FP&A and Strategic planning; MBA(Finance), CA/CFA/CMA (good to have)Overall 5-6 yrs of strong expertise in FP&A and...


  • Hyderabad, Telangana, India KPMG Global Services Full time US$ 90,000 - US$ 1,20,000 per year

    Implement enterprise integrations using Mulesoft Anypoint platform. Work closely with product owners, principal engineers, technology leads to understand and clarify requirements Design and develop highly scalable industry-leading applications and integration solutions Analyze, isolate issues and resolve them Produce system design documents and lead...