Operational Efficiency Specialist

1 day ago

Ahmedabad, Gujarat, India beBeeOutboundOperationsManager Full time ₹ 12,00,000 - ₹ 13,50,000
Key Job Responsibilities:

The core function of this role involves overseeing and ensuring optimal operational efficiency across all day-to-day dialer campaign operations, achieving daily contact objectives for all clients through the effective utilization of best practices and software tools to maximize campaign productivity and achieve optimal performance results.

  • Design strategic outbound solution approaches centered around contact center technology solutions and Omni Channel ACD technology (cloud-based e.g., Bright Pattern, Five9, Cisco, etc.).
  • Collaborate in designing dialer agent scripting, disposition, and reporting solutions. Dialer CRM integration and support may be required.
  • Work closely with the Business Development team and Client Services team on technology solutions.
  • Monitor performance and efficiencies, provide recommendations for improvements.
Main Job Functions:
  • Clearly document all work with systems and servers under their 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 cloud-based 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.
  • Collaborate 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 organization.
  • Suggest 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 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).

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