Asst Manager

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.