Cloud Telephony Operations Manager

2 weeks ago

Nagpur, Maharashtra, India beBeeOmnichannel Full time ₹ 30,00,000 - ₹ 50,00,000

Omnichannel Cloud Telephony Specialist

The primary objective of this role is to ensure operational efficiency across all dialer campaign operations, achieving daily contact objectives for clients through best practices and software tools.

  • Develop solution strategies around contact center technology solutions and Omni Channel ACD technology.
  • Contribute to designing dialer agent scripting, disposition, and reporting solutions.
  • Monitor performance and efficiencies, provide recommendations for improvements.
  • Document work processes with systems and servers which require your involvement.
  • Assist in implementing new programs and maintaining 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.

Key Responsibilities:

  • Develop and build dialer strategies that incorporate business objectives, business rules, and compliance requirements.
  • Collaborate with the App Dev/BI Reporting team to design, maintain, audit, and monitor standard and custom dialer reports.
  • Recommend procedural and technological solutions to address business problems related to agent productivity, call compliance, and campaign performance optimization.
  • Help design and maintain a reporting architecture for monitoring daily performance at a workgroup or agent level, compliance reporting needed for outbound dialing, and trending.
  • Support the Telecom team on existing CCaaS ACD inbound/IVR systems.

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