Responsible for creating and maintaining a strong relationship with multiple business units to provide highly effective contact center solutions for daily operations focusing on Dialer, IVR, ACD, and reporting technologies.
Responsible for partnering with Contact Center leadership to develop and operationalize campaign strategies.
Works closely with Telesales Manager and IT Manager on execution of call campaigns and analyzes operational dashboards and other metrics to recommend necessary changes in strategies or processes in order to gain efficiencies and realize desired end results.
Operates effectively under minimal supervision. Effectively builds strong relationships across multiple business areas. Participates in and supports strategic initiatives; ability to train new or existing staff when necessary. Capable of supporting strategic initiatives. Provides training and quality control support to team members.
Maintains up-to-date knowledge of all business practices and strategies to ensure continuity of daily operations.
Interrogate current contact strategy with each campaign and options to impact outreach results.
Modify and execute scheduled campaigns via multiple channels, including Dialer, Email, Text, etc.
Adjust dialer system and IVR (outbound call routing) to meet the needs of new clients and users.
Communicates with the business, IT and external vendors and is the central point of contact on all system outages for the dialer, IVR and telephony.
Responsible for creating ad hoc, daily, weekly and monthly operational reports, including the monthly scorecard, dialer and IVR performance reporting,
work force management, call handling, and other key metrics.
Demonstrates a strong sense of ownership and commitment to achieving results.
Bachelor’s Degree preferred, and/or a minimum of three (3) years’ experience working in a similar field.
Experience in managing and modifying Dialer systems
Familiarity with reporting and analytics (prefer Salesforce)
Familiarity with large scale contact center environment treating omni-channel.
Knowledge, Skills & Abilities
Communication skills verbal and written.
Project management experience.
Ability to work across multiple teams.
Ability to work remote/telecommute.
Strong analytical and organizational skills
Ability to work with data, spot trends, identify problems, draw conclusions and make recommendations.
Ability to convey information clearly and concisely to groups or individuals either verbally or in writing.
Must be a team player with strong attention to detail and able to work independently.
Proven track record at delivering timely and accurate information in a fast-paced environment.
Excellent critical thinking, problem solving, mathematical skills and sound judgment.