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Estamos buscando un Dialer Strategy Manager, orientado a datos y resultados, para supervisar y optimizar las campañas y operaciones de marcación saliente. Este rol será crítico para asegurar que las operaciones en el centro de contacto funcionen sin problemas y alcancen métricas clave de rendimiento.
¿Cuáles son las funciones del Dialer Strategy Manager?
- Diseñar y gestionar la estrategia general del sistema de marcación de la empresa, incluyendo modos predictivo, previo y progresivo.
- Analizar el rendimiento del marcador, el ritmo de las campañas y el rendimiento de los agentes para optimizar continuamente la productividad, las tasas de contacto y el cumplimiento.
- Gestionar campañas de marcación saliente desde el inicio hasta la finalización, incluyendo la gestión de listas, configuraciones del marcador, estrategias de ritmo y gestión de disposiciones.
- Trabajar estrechamente con los equipos de operaciones, cumplimiento, TI y análisis para alinear las estrategias de marcación con los objetivos comerciales y los requisitos regulatorios.
- Proporcionar informes detallados sobre los resultados de las campañas, KPIs y eficiencia del marcador. Utilizar datos para tomar decisiones informadas y fomentar la mejora continua.
- Asegurar que todas las operaciones de marcación cumplan con TCPA, FTC y otras leyes y regulaciones aplicables, reduciendo riesgos y asegurando la integridad operativa.
- Supervisar la tecnología del marcador, resolver problemas y trabajar con el equipo de TI para asegurar que la plataforma de marcación funcione de manera óptima.
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