Outbound Consultant

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Design, configure, and sustain outbound campaigns using Five9, incorporating Preview, Power, and Progressive dialing modes.

• Daily analysis of campaign KPIs to identify performance challenges and implement effective solutions.

• Address dialer, routing, telephony, and agent configuration issues in real-time.

• Implement and manage branded caller ID, call masking, and spam mitigation tactics utilizing tools like 448 Connect, OutboundIQ, and Numeracle.

• Facilitate professional client review meetings, ensuring clear actions, updates, and follow-through.

• Guarantee that client delivery adheres to contracted hours and operational margins.

• Create outbound strategies aimed at enhancing connect rates, conversion performance, and operational efficiency.

• Provide proactive advice to clients on pacing logic, lead management, and campaign optimization.

• Oversee projects to completion with quantifiable improvements in client performance metrics.

• Conduct daily internal project assessments to monitor ownership, accountability, and progress.

• Record configurations, call flows, and operational procedures for internal knowledge sharing.

• Support integrated systems such as Retriever, OutboundANI, Salesforce, and RingCentral.

• Test and ensure quality of new campaigns and configurations prior to deployment.

• Serve as the primary contact for assigned clients, cultivating trusted relationships and addressing issues proactively.

⛳️ Requirements

• At least 5 years of practical CCaaS experience, with a strong preference for expertise in Five9.

• Comprehensive understanding of outbound dialing logic, pacing strategies, and campaign optimization.

• Demonstrated experience in troubleshooting telephony and contact center challenges, including routing, softphones, and agent environments.

• Familiarity with TCPA compliance, caller ID branding, and spam prevention strategies.

• Exceptional communication skills, capable of conveying technical concepts clearly to clients.

• Experience within BPO or multi-site contact center settings is highly beneficial.

• Strong organizational abilities to manage multiple client projects concurrently.

• Dependable laptop or desktop setup with a stable high-speed internet connection.

🏝️ Benefits

• Flexible remote work options.

• Continuous support for career advancement.