Call Center Manager (Dialer Operations) Quest Business Solution

About Quest Business Solution

Job Description

Oversees the operation and maintenance of the dialer system used in the contact centre or telesales environment. To ensure the dialer system is configured properly and running smoothly to optimize contact center efficiency - Dialer Operations Management Responsible for developing and implementing dialing strategies that maximize contact center productivity and efficiency - Dialing Strategy and Optimization Should manage outbound dialing campaigns and their associated parameters, such as dialing lists, scripting, call dispositions, and call routing rules. Should collaborate with stakeholders to understand campaign goals and requirements, ensure compliance with regulations and industry best practices, and optimize campaign performance - Campaign Management Monitors dialer performance and campaign metrics to identify trends, patterns, and areas for improvement. Generate reports on campaign effectiveness, agent performance, and dialer system performance. To analyse data to provide insights and recommendations for optimizing dialer operations - Performance Monitoring and Reporting Ensures compliance with applicable regulations and guidelines, such as TCPA (Telephone Consumer Protection Act) and DNC (Do-Not-Call) regulations. To implement and enforce dialing policies and procedures to protect consumers rights and mitigate legal risks associated with outbound dialing operations - Compliance and Regulatory Adherence Should handle the administration and configuration of the dialer system. To manage dialer settings, maintain call lists, import/export data, and oversee system integrations with other contact center tools and technologies. To troubleshoot technical issues and liaise with IT or vendor support for problem resolution - Dialer System Administration Should provide training and support to contact center agents and supervisors on dialer system usage, campaign management, and compliance requirements. Should ensure that agents and supervisors are equipped with the necessary skills and knowledge to effectively utilize the dialer system for optimal performance - Training and Development Should interact with dialer system vendors or service providers. Participate in vendor evaluations, contract negotiations, and performance monitoring. Should ensure that vendors deliver quality services, meet service level agreements (SLAs), and address any technical or operational issues promptly - Vendor Management Should drives continuous improvement initiatives to enhance dialer system functionality, campaign performance, and overall contact center operations. Should identify process bottlenecks, recommend system enhancements or automation opportunities, and implement best practices to increase efficiency and productivity - Continuous Improvement Qualification: Bachelor's degree in a related field (preferred). 7-10 years of experience in call centre management, automation or a similar role. Proficiency in using dialer software and call centre technologies. Should have experience on BI, Convox and Tableau or any recent dialer platform are preferred. Strong knowledge of compliance regulations, including TCPA and DNC rules. Excellent communication, leadership, and problem-solving skills. Analytical mindset and the ability to make data-driven decisions. Strong organizational skills and attention to detail.,