Campaign Manager|Enterprise Conversational AI

Role/Job Title:
Campaign Manager

Business:
CoE - Conversational AI

Function/ Department:
Conversational AI

Place of work:
Mumbai-Thane/Hyderabad

Job Purpose:
Manage the outbound call center dialer + Other Channels which is the technology behind the operations of call center

Responsible to drive and manage Telecom lines and Other communication channels to ensure maximum customers are connected

Roles & Responsibilities:
Primary Responsibilities

Manage outbound call center dialer functionality end to end

Real time manage the dialer application for upload of database

Monitor and churn the database tables as per the connectivity delivered in a specific campaign

Control Idle time and call drop offs by understanding Pacing ratios

Responsible to manage telecom lines – recommend and switch lines between GSM, PRI & SIP to increase the connectivity for employees

Execute Strategy of various campaigns discussed and closed with Business

Monitor uptime of the campaign (technology and process) and log/resolve issues with the relevant stakeholders

Data sourcing through DL / HPE / Business for the campaigns and testing new / existing campaigns before go-live

Work with BIU and MIS teams for data push to right processors and reconciliation

MIS and dashboards on campaigns

Secondary Responsibilities:
Skilled to review the dialer performance and share the output or recommend changes which are required to better the application performance

Innovative on using the dialer features to ensure higher connectivity

Monitor and derive peak hours and non-peak hours to ensure maximum customers are connected

Understand Various channels of coimmunication and integrations

Key Success Metrics:
Number of dial out

Daily/Weekly/Monthly Connects

Ensuring stability of dialer application

Telecom lines performance management