ANALYST
Etisalat
Ajman
01.2019 - Current
- Initiation, follow up and testing of IT projects initiated by or involving Telesales.
- Proactively identify the need for developing new tools and automating manual processes.
- Management of Lead Management system, to ensure optimum utilization of leads and maximize productivity.
- Identify and implement new technical developments and monitor day to day performance of Lead Management system.
- To assist in integration of Lead Management platform to existing Etisalat systems.
- Analyze the business process and operations workflow and come up with proposals for process mapping in the Lead Management platform.
- Management of Telesales Dialer, including the creation of campaigns, configuring the pacing of the dialer, dialing algorithms and ensure compliance to the dialing regulations.
- Design and configuration of Lead management system and dialer strategies to maintain maximum effectiveness from an operational and customer experience point of view.
- Partner with IT & vendor to devise and implement new features and changes in the dialer to improve efficiencies.
- Troubleshooting of technical issues with Lead Management system and dialer.
- Close monitoring & coordination with IT / Vendor for defect fixes.
- Design / Modify Campaign Flow & Screen options.
- Designing new reports and modifying existing reports in the Lead Management system and dialer, ensuring users have access to key data required to successfully manage the business.
- Responsible for the administration, development and support for all hosted and on-premise software solutions used by Telesales Operations.
- Continuously monitor the performance of the system and proactively suggest various ways to improve whenever required. Proactively communicate and engage with support resources both internally within IT development, IT operations and working with external vendors as required.
- Assist in monthly manpower planning exercise by calculating the manpower requirement based on the base size in Lead management system across various campaigns and distribution of targets.
