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Cloud Telephony Operations Specialist
2 weeks ago
Job Title: Omnichannel Cloud Telephony Operations Specialist
About the Role:We are seeking a highly skilled Omnichannel Cloud Telephony Operations Specialist to join our team. In this role, you will be responsible for monitoring and ensuring operational efficiency of all day-to-day dialer campaign operations.
Your primary responsibility will be to achieve daily contact objectives for all clients through the utilization of best practices and software tools to maximize campaign productivity and achieve optimum performance results.
You will work closely with our Business Development and Client Services teams to design and implement technology solutions that meet the needs of our clients.
In addition, you will be responsible for monitoring performance and efficiencies, providing recommendations for improvements, and clearly documenting all work with systems and servers.
This is an exciting opportunity to work in a fast-paced environment where no two days are ever the same. You will have the chance to develop your skills and expertise in cloud-based telephony infrastructure and dialing software platforms.
Key Responsibilities:- Design outbound solution strategies around contact center technology solutions and Omni Channel ACD technology (on cloud e.g., Bright Pattern, Five9, Cisco, etc.).
- Help design dialer agent scripting, disposition, and reporting solutions.
- 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.
- Offer real time support to team leaders, managers and stakeholders to maximize agent performance and achieve outbound call objectives.
- Analyze data and system performance to identify trends, risks and possible improvements, providing expert technical direction to all Outbound Dialer related projects.
- 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.
- 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.
- Advanced knowledge of Cloud Based/Premise Based Dialers and Telephony infrastructure.
- 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.
- A dynamic and challenging work environment.
- Opportunities for career growth and development.
- A competitive salary and benefits package.
- The chance to work with a talented and dedicated team.
