Contact Center Operations Specialist

2 days ago

Manila, National Capital Region, Philippines beBeeOutboundCampaignManager Full time ₱500,000 - ₱700,000
Job Title: Outbound Campaign Manager

As an expert in contact center operations, you will be responsible for designing, launching, and managing outbound dialer campaigns to meet business objectives.

Key Responsibilities:
  • Campaign Design and Management: Design and configure outbound dialer campaigns to align with business goals and client requirements.
  • Real-Time Monitoring: Monitor dialer performance in real-time, including key performance indicators (KPIs) such as dial ratios, connect rates, answer rates, and abandonment rates.
  • Troubleshooting and Optimization: Proactively identify and troubleshoot dialer issues, escalating to relevant teams as needed, and optimize dialer settings to achieve target KPIs.
  • Calling List Management: Manage and update calling lists, ensuring data integrity and adherence to regulatory standards.
  • Dialer Filters and Rules: Implement and manage dialer filters and rules to maximize revenue and right-party contacts.
Workforce Management Support
  • Agent Adherence and Scheduling: Monitor agent adherence to schedules in real-time, identifying deviations and communicating with team leaders/supervisors.
  • Staffing and Resource Allocation: Collaborate with operations to address immediate staffing needs and adjust agent assignments to balance workload.
  • Reporting and Analysis: Generate and distribute reports on dialer performance, RTA, and key contact center metrics, and conduct in-depth analysis of dialer data to identify trends and root causes of issues.
Compliance and Quality
  • Regulatory Compliance: Ensure all dialer operations adhere to existing regulatory standards and company policies.
  • Quality Assurance: Work closely with quality assurance teams to maintain high standards of customer interaction.

This is a dynamic role that requires strong analytical and problem-solving skills, as well as excellent communication and project management abilities. If you are passionate about contact center operations and want to make a meaningful contribution to our team, we encourage you to apply.

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