•Analyzing KPI performance metrics of employees and implementing projects in the Outbound Contact Center.
•Providing recommendations for improving the Contact Center's performance based on analysis of statistical and dynamic data.
•Promptly responding to incidents and notifying management and relevant company departments, analyzing the impact of incidents (e.g., new product/service launches) on the Outbound Contact Center.
•Organizing work to promptly identify and address reasons hindering KPI achievement.
•Managing the database for outbound calls (selection and distribution).
•Preparing Outbound Contact Center reports, and formulating technical requirements for system creation or improvement.
•Compiling reports on project performance and results.
•Auditing existing reports, developing new ones in response to business process changes and maintaining these reports.
•Creating instructions for report management, including descriptions and configurations.
Preparing monthly work schedules for Contact Center employees and reallocating resources to meet KPI targets