Cloud Telephony Solutions Specialist

3 days ago

Jamnagar, Gujarat, India beBeeOmnichannel Full time ₹ 9,00,000 - ₹ 17,40,000
Omnichannel Cloud Telephony Expert Role

Key responsibilities of this position involve ensuring operational efficiency of all day-to-day dialer campaign operations, achieving daily contact objectives for clients through utilization of best practices and software tools to maximize campaign productivity and achieve optimal performance results.

  • Adhere to State and National regulation compliance
  • Implement client specific dialing strategies
  • Meet penetration goals, target abandonment rates, contact rates, call volume, AHT, staff utilization, and minimize average agent idle time

The software tools used will include Bright Pattern cloud based dialing software suite, MS Office (Excel, Word, Power Point, Power Pivot, etc.), SQL Server Management Studio for custom reporting and deep-dive data analytics.

Job Requirements
  • Design outbound solution strategies around contact center technology solutions and Omni Channel ACD technology on cloud platforms
  • Help design dialer agent scripting, disposition, and reporting solutions with CRM integration support
  • Work with Business Development and Client Services teams on technology solutions
  • Monitor performance and efficiencies, provide recommendations for improvements
  • Clearly document all work with systems and servers
  • Document and assist in implementing new programs and sustaining operations
  • Offer real-time support to team leaders, managers, and stakeholders to maximize agent performance
  • Develop, build, support, and implement Everise/Client dialer strategies using Bright Pattern Dialing software platform, SQL coding, and Office analytics
  • Analyze data and system performance to identify trends, risks, and possible improvements, providing expert technical direction to Outbound Dialer related projects

Key Responsibilities

  • Engage in strategic planning to design solutions that enhance customer experience
  • Prioritize tasks effectively to meet deadlines and deliver quality results
  • Collaborate with cross-functional teams to drive business growth and improvement

Benefits

  • Achieve career growth and advancement opportunities
  • Participate in professional development and training initiatives
  • Enjoy a dynamic and supportive work environment

Additional Information

  • Maintain up-to-date knowledge of industry trends and best practices
  • Stay adaptable and responsive to changing business needs

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