Outbound Solutions Strategist

7 days ago

Mangalore, Karnataka, India beBeeSolutionStrategist Full time ₹ 10,00,000 - ₹ 15,00,000

Job Opportunity

  • We are seeking an experienced solution strategist to design and implement outbound solutions using contact center technology.
  • This role involves developing dialer agent scripting, disposition, and reporting strategies to drive business success.
  • You will work closely with the Business Development team and Client Services team to deliver technology solutions that meet business objectives.
  • A key aspect of this role is monitoring performance and identifying areas for improvement, providing recommendations to enhance efficiency.
  • You will also be responsible for documenting all work related to systems and servers.
  • In addition, you will assist in implementing new programs and ensuring their sustainability.
  • Real-time support will be provided to team leaders, managers, and stakeholders to optimize agent performance and achieve outbound call objectives.
  • Data analysis and system performance evaluation will help identify trends, risks, and opportunities for improvement.
  • Procedural and technological solutions will be recommended to address business challenges related to agent productivity, call compliance, and campaign performance optimization.

Key Responsibilities

  • Develop and implement Everise/Client dialer strategies aligned with business objectives, business rules, and dialing compliance requirements.
  • Collaborate with the App Dev / BI Reporting team to build, maintain, audit, and monitor standard and custom dialer reports.
  • Design and maintain reporting architecture for daily performance monitoring 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 ongoing dialer performance and trending monitoring.

Requirements

  • Demonstrate dynamic and dependable attitude
  • Ability to work under pressure
  • Excellent interpersonal and communication skills
  • Integrity and drive
  • Energetic and enthusiastic approach
  • Prompt and fast-paced execution

Skills and Qualifications

  • Extensive experience with Microsoft Office, with advanced knowledge of MS Excel, MS Word, MS Power Point, MS Outlook, including advanced formulas, workbook creation, Macros, and VBA coding, as well as working knowledge of SharePoint.
  • Knowledge and proven experience with SQL Server Management Studio, including SQL coding, querying, and stored procedures.
  • 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.

Benefits

  • Flexible work environment
  • Opportunities for growth and development
  • Collaborative team culture

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