[Hiring] Operations-Inbound/Outbound Campaign Manager-Senior Manager-Operations-Exempt-UM2 @Sagility

Role Description

The role of a Senior Manager Operations is to contribute to the overall client satisfaction, retention and account profitability objectives by ensuring the operational performance standards for assigned accounts are met and enhanced.

We are looking for a motivated and detail-oriented Outbound Dialer Manager to support and optimize our outbound dialing operations. This role is ideal for someone with at least 2 years of hands-on experience in dialer management, outbound campaign setup, or call center technology who is ready to take the next step into a more ownership-focused position. As an Outbound Dialer Manager (also referred to as a Dialer Campaign Manager, Junior Outbound Campaign Manager, Dialer Operations Specialist, or Five9 Campaign Specialist), you will help build, configure, and refine outbound campaigns, manage call lists, monitor performance, and drive improvements in contact rates. This is a great opportunity for a developing dialer professional to expand their skills, contribute to dialing strategy, and collaborate closely with Operations, Technology, and client partners while gaining experience in advanced Five9 configuration and campaign optimization.

• Campaign planning and execution including developing and implementing outbound campaign strategies, script updates, and management of call lists
• Performance monitoring including tracking key metrics, analyzing campaign results, and generating performance reports
• Data management including managing outbound dialers, campaign templates, call transfer lists, and OB reporting and analytics
• Design, manage, implement, and support inbound and outbound dialer campaigns
• Drive increased contact rates across all outbound campaigns
• Monitor and analyze call center data to identify trends, diagnose issues, and optimize campaign performance
• Configure and manage inbound and outbound call campaigns, call flows, scripts, and workflows
• Compliance management ensuring adherence to data privacy requirements and local laws and regulations related to outbound calling and SMSing
• Collaboration with Operations, Technology, Clients, and other departments to improve customer experience and operational efficiency
• Partner with Clients to understand dialing requirements and provide recommendations
• Support Operations and outbound agents throughout campaign execution
• Develop training materials and provide training and support to call center staff, Operations partners, and end users
• Continuously evaluate industry best practices to optimize campaign management

Qualifications

• Minimum of 2 years of experience in designing, configuring, and managing dialer campaigns within Five9
• Excellent analytical and problem-solving skills, with a focus on data-driven decision-making
• Strong communication and collaboration skills
• The ability to work effectively with cross-functional teams
• Strong computer and telephone multitasking skills
• Experience analyzing campaigns and implementing changes that contribute to better campaign performance
• Proven ability to manage multiple campaigns in a fast-paced environment
• Ability to remain focused and productive each day though tasks may be repetitive

Requirements

• Five9 experience

Preferred Experience

• Experience with other call center platforms, such as Genesys, Five9, Avaya, or Cisco, is a plus

Location

Work@Home Florida (CST) United States of America