Communication & Engagement Lead

Responsibilities

As a Lead, your primary objective is to design and execute effective multichannel communication campaigns (dialer, email, SMS, chat, and other digital channels) that engage the target audience and achieve campaign goals.

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  Make sure other C&E agents are productive, and that any efforts needed to start Domestic shift are completed on time
• .Responsible for identifying areas to improve, when to stop efforts, when to increase efforts, etc
• .Responsible for coordinating management, and team, to complete larger projects or delegate some effort
• sReports in meetings with other department
• sTake the lead on developing Work Instructions, use Scribe or Microsoft Co-Pilo
• tWorking with production on new reports, asking them whether those should be permanent or not and then automating those
• .Find ways to make department more efficient by automation, Campaign Management System Development, and A
• IManaging discipline and dealing with conflicts to maintain a positive and productive team environment
• .Setting clear team goals and delegating tasks and setting deadlines to ensure that the team is working efficiently and effectively
• .Assisting other departments to reach their goals by coordinating and scheduling communication and engagement efforts
• .Discovering training needs and providing coaching to improve performance and ensure that all team members are equipped to handle their responsibilities
• .Ensure predictive, progressive, and manual dialer strategies are optimized for agent productivity, compliance, and customer experience
• .Oversee the setup, scheduling, and monitoring of bulk and targeted email campaigns, ensuring deliverability, personalization, and alignment with campaign objectives
• .Track KPIs such as contact rate, conversion rate, email open/click-through rates, and channel ROI to identify areas for improvement
• .Collaborate with production teams to generate real-time dashboards and reports for dialer and email performance, deciding which should be permanent and automating them where possible
• .Contribute to the design and enhancement of campaign management systems that unify dialer, email, and other channels

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Requirement

• s:5+ years of experience in multichannel campaign management, collections & engagement (dialer, email, SMS, chat, digital channels
• ).Strong hands-on knowledge of dialer strategies (predictive, progressive, manual) and email campaign execution with a focus on productivity and complianc
• e.Proven ability to lead and manage teams, ensuring agent productivity, discipline, and timely execution of operational goal
• s.Experience with reporting, KPIs, and automation, including working with production teams to build and automate dashboards and report
• s.Ability to improve efficiency through process design, work instructions, automation, and AI, while coordinating effectively with management and cross-functional team

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Location: The Enterprise Building, Multan Road, Lah

oreMode: Ons

iteTimings: Day Sh