Business Process Improvement Analyst
6 days ago
Responsibilities
Core Responsibilities
- Optimize dialer software performance and adjust settings to enhance conversion rates and agent productivity.
- Ensure dialer system compliance with regulatory requirements, including Do Not Call (DNC) lists and other telemarketing regulations.
- Analyze key performance indicators (KPIs) such as call volume, penetration, contact rates, and conversion rates.
- Generate and analyze reports to identify trends and areas for improvement in dialing processes.
- Develop strategies to improve dialing efficiency and lead engagement.
- Serve as the primary point of contact for technical issues related to the dialer system.
- Collaborate with IT or technical support teams to resolve system errors and minimize downtime.
- Regularly update and maintain the dialer system to ensure smooth operations.
- Monitor lead distribution to ensure effective assignment to agents based on priority and workload.
- Implement strategies to prioritize high-value leads and optimize lead flow.
- Work with the onshore & business teams to align on dialing strategies.
- Evaluate the dialing process against industry regulations and company policies.
- Manage all aspects of campaign management and strategy. Utilize cutting-edge technology to monitor, analyze, and take action to achieve penetration goals.
- Ensure adequate staffing levels and mitigate organizational risks.
- Analyze dialer-output data to identify potential problems and issues.
- Run payment reports regularly.
- Configure new campaigns: creation, user profiles, worksheets, etc.
- Provide guidance on compliance awareness, including DNC, state laws, TCPA (Cell Phones), GDPR, other federal laws, OFFCOM, etc.
- Support various contact types: Independent Business (Result of OB call), OB, Auto Dial, SMS.
Additional Responsibilities
- Track and report on KPIs.
- Collaborate with cross-functional teams.
- Ensure regulatory compliance.
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