Campaign Operations Specialist

15 hours ago

Aurangabad, Maharashtra, India beBeePerformance Full time US$ 90,000 - US$ 1,20,000
Job Title: Campaign Operations Specialist

The primary objective of this role is to ensure the efficient operation of day-to-day dialer campaign activities, achieving daily contact targets for all clients through the implementation of best practices and software tools to maximize campaign productivity and achieve optimal performance results.

Some key factors contributing to operational efficiency include:

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

This position involves designing outbound solution strategies around contact center technology solutions and Omni Channel ACD technology on cloud. Key responsibilities include:

  • Designing dialer agent scripting, disposition, and reporting solutions, including CRM integration and support
  • Collaborating with the Business Development team and Client Services team on technology solutions
  • Monitoring performance and efficiencies, providing recommendations for improvements
  • Clearly documenting work with systems and servers
  • Documenting and assisting in implementing new programs and passing on to sustaining operations
  • Monitoring and supporting Outbound Agents' performance in running day-to-day Dialer campaigns and building Dialer strategy operational knowledge
  • Offering real-time support to team leaders, managers, and stakeholders to maximize agent performance and achieve outbound call objectives
  • Developing, building, supporting, and implementing Everise/Client dialer strategies that encompass business objectives, business rules, and all dialing compliance through effective use of the 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
  • Working with and assisting App Dev / BI Reporting team to Build, Maintain, Audit, and Monitor standard and custom dialer reports, using internal and client-driven performance and analytical KPI's, developing and maintaining said reporting to communicate compliance and performance to all levels of the business
  • Recommending procedural/technology solutions to business problems regarding agent productivity, call compliance, and campaign performance optimization
  • Analyzing data and system performance to identify trends, risks, and possible improvements, providing expert technical direction to all Outbound Dialer related projects

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