Deskripsi Pekerjaan
Join Concentrix as a strategic Outbound Dialer Manager and lead our call center's dialer operations to optimize lead management processes. In this hybrid role based in Bridgetowne, you'll oversee dialer system performance, ensure regulatory compliance, and drive efficiency in outbound campaigns. You'll collaborate with cross-functional teams to implement dialer strategies that enhance agent productivity and customer engagement. This position offers the opportunity to shape operational excellence in a dynamic BPO environment while mentoring your team to achieve key performance indicators.
We're seeking a results-driven leader who can balance technical expertise with team management. The ideal candidate will thrive in fast-paced settings and possess a deep understanding of dialer technologies. Concentrix provides comprehensive training, career development opportunities, and a collaborative culture focused on innovation and employee growth.
Tanggung Jawab
- Strategic oversight of call center dialer systems and lead management processes
- Optimize dialer performance metrics (connect rates, abandon rates, compliance)
- Train and mentor dialer agents on best practices and regulatory requirements
- Develop/improve dialer strategies to maximize campaign ROI and lead conversion
- Collaborate with QA teams to ensure dialer scripts and compliance protocols
- Generate performance reports and implement data-driven improvements
- Manage dialer technology updates and system integrations
Kualifikasi
- Minimum 3 years in call center dialer management or similar role
- Expertise in dialer platforms (Avaya, Genesys, Five9, or equivalent)
- Strong analytical skills with data interpretation experience
- Proven track record in team leadership and performance optimization
- Knowledge of TCPA/Do-not-call regulations and compliance standards
- Experience with CRM systems (Salesforce, Zendesk) and call analytics
- Excellent problem-solving abilities and project management skills
- Bachelor's degree in Business, IT, or related field preferred