Operational Efficiency Manager

7 days ago

Belgaum, Karnataka, India beBeeEfficiency Full time ₹ 30,00,000 - ₹ 50,00,000
Job Description

This role is responsible for ensuring the optimal functioning of day-to-day dialer campaign operations, achieving daily contact objectives through best practices and software tools.

The operational requirements of this position include:

  • Compliance with State and National regulations
  • Implementation of client-specific dialing strategies
  • Achieving penetration goals, target abandonment rates, contact rates, call volume, AHT, staff utilization, and minimizing average agent idle time

The software tools utilized in this role include Bright Pattern cloud-based dialing software suite, MS Office, and SQL Server Management Studio.

Key Responsibilities
  1. Dialer Strategy Development: Design outbound solution strategies around contact center technology solutions and Omni Channel ACD technology.
  2. Dialer Agent Scripting and Reporting: Assist in designing dialer agent scripting, disposition, and reporting solutions.
  3. Technology Solutions Collaboration: Work with the Business Development team and Client Services team on technology solutions.
  4. Performance Monitoring and Improvement: Monitor performance and efficiencies, providing recommendations for improvements.
  5. Documentation and Implementation: 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.
  6. Real-Time Support: Offer real-time support to team leaders, managers, and stakeholders to maximize agent performance and achieve outbound call objectives.
  7. Dialer Strategy Implementation: Develop, build, support, and implement Everise/Client dialer strategies that encompass business objectives, business rules, and all dialing compliance.
  8. Reporting Architecture Maintenance: Work with and assist App Dev / BI Reporting team to build, maintain, audit, and monitor standard and custom dialer reports.
  9. Procedural/Technology Solutions: Recommend procedural/technology solutions to business problems regarding agent productivity, call compliance, and campaign performance optimization.
  10. Data Analysis and System Performance: Analyze data and system performance to identify trends, risks, and possible improvements, providing expert technical direction to all Outbound Dialer related projects.
  11. Reporting Architecture Development: Help design and maintain reporting architecture for 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, and additional support with Telecom team on existing CCaaS ACD inbound / IVR systems.

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