Campaign Optimization Specialist

6 days ago


Vellore, Tamil Nadu, India beBeePerformance Full time ₹ 18,00,000 - ₹ 20,00,000
Key Performance Analyst Role

The primary goal of this position is to ensure operational efficiency and optimize day-to-day dialer campaign performance, meeting daily contact objectives for clients through effective utilization of best practices and software tools.

Some key strategies include adherence to State and National regulation compliance, implementation of client-specific dialing strategies, and monitoring key metrics such as penetration goals, target abandonment rates, contact rates, call volume, Average Handling Time (AHT), staff utilization, and minimizing average agent idle time.

The analyst will utilize various software tools, including Bright Pattern cloud-based dialing software suite, MS Office (Excel, Word, PowerPoint, Power Pivot, etc.), and SQL Server Management Studio primarily for custom reporting and deep-dive data analytics.

  • Key Responsibilities:
  • Develop outbound solution strategies around contact center technology solutions and Omni Channel ACD technology.
  • Contribute to dialer agent scripting, disposition, and reporting solutions.
  • Collaborate with the Business Development team and Client Services team on technology solutions.
  • Monitor performance and efficiencies, providing recommendations for improvements.
  • Capture and document all work related to systems and servers.
  • Document and assist in implementing new programs and sustaining operations.
  • Support Outbound Agents' performance in running day-to-day Dialer campaigns and building Dialer strategy operational knowledge.
  • Offer real-time support to team leaders, managers, and stakeholders to maximize agent performance and achieve outbound call objectives.
  • Develop, build, support, and implement 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.
  • Recommend procedural/technology solutions to business problems regarding agent productivity, call compliance, and campaign performance optimization.
  • Analyze data and system performance to identify trends, risks, and possible improvements, providing expert technical direction to all Outbound Dialer-related projects.
  • 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, and best time of day/week reporting for staffing purposes.


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