Cloud Telephony Operations Manager

6 days ago

Varanasi, Uttar Pradesh, India beBeeOutbound Full time ₹ 15,00,000 - ₹ 20,00,000

Job Overview:

This role involves managing the efficiency of day-to-day dialer campaign operations. Key responsibilities include achieving daily contact objectives for clients through optimal software tool utilization, adherence to regulations, and implementation of client-specific dialing strategies.

The role requires expertise in cloud telephony, call center technology, and data analysis. Proficiency in software tools such as Bright Pattern, MS Office, and SQL Server Management Studio is necessary.

  • Develop Outbound Solution Strategies: Design solutions around contact center technology and Omni Channel ACD on cloud platforms like Bright Pattern, Five9, or Cisco.
  • Dialer Agent Scripting, Disposition, and Reporting Solutions: Help design and implement solutions for dialer agents, including CRM integration and support.
  • Collaboration with Business Teams: Work closely with the Business Development team and Client Services team on technology solutions.
  • Performance Monitoring and Improvement: Monitor performance, provide recommendations for improvement, and document all work with systems and servers.
  • Implementing New Programs and Processes: Assist in implementing new programs and passing knowledge to sustaining operations.
  • Supporting Agents' Performance: Offer real-time support to team leaders, managers, and stakeholders to maximize agent performance and achieve outbound call objectives.
  • Developing Dialer Strategies: Develop, build, support, and implement Everise/Client dialer strategies that encompass business objectives, rules, and compliance using Bright Pattern, SQL coding, and Office analytics.
  • Building Standard and Custom Reports: Work with the App Dev / BI Reporting team to build, maintain, audit, and monitor standard and custom dialer reports.
  • Providing Technical Direction: Analyze data and system performance to identify trends, risks, and possible improvements, providing expert technical direction to all Outbound Dialer related projects.
  • Maintaining Reporting Architecture: Help design and maintain reporting architecture for monitoring daily performance at a workgroup or agent level, compliance reporting, workgroup and campaign trending, best time of day/week reporting, and ongoing dialer performance and trending.

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