Outbound Campaign Coordinator, Customer Care

Description:

The Outbound Campaign Coordinator is responsible for the strategic planning, execution, and optimization of outbound calling campaigns within a high-volume call center environment. This role owns campaign performance and reporting end-to-end, including campaign setup, staffing coordination, performance management, reporting, and continuous improvement. The Outbound Campaign Coordinator helps lead outbound agents and ensures all campaigns meet defined performance, quality, and compliance standards

Requirements:

Key Responsibilities

• Design, launch, and manage multiple outbound calling campaigns simultaneously to meet client and business needs.
• Partner with leadership and cross-functional stakeholders to define campaign objectives, KPIs, and success metrics.
• Develop call strategies, scripting direction, contact cadence, and targeting approaches.
• Continuously evaluate campaign effectiveness and adjust strategies to improve results.
• Oversee campaign configuration within dialer and CRM systems, including lists, dispositions, workflows, and call routing.
• Ensure accurate data uploads, segmentation, and compliance with internal and external regulations.
• Monitor dialer performance, pacing, and productivity metrics to maximize efficiency.
• Provide daily, weekly, and monthly campaign performance reports with actionable insights to department senior leadership.
• Identify trends, gaps, and opportunities for optimization.
• Forecast campaign outcomes and staffing needs based on performance data.

Team Development

• Lead and manage outbound call agents assigned to campaigns.
• Set clear performance expectations aligned with campaign goals.
• Coach agents to improve productivity, quality, and results.
• Collaborate with the Training and QA teams to ensure scripting effectiveness and call quality standards; does not independently conduct formal QA evaluations.
• Drive accountability around schedule adherence and performance metrics.

Operational Excellence

• Identify inefficiencies and implement process improvements to reduce waste and increase ROI.
• Ensure compliance with regulatory requirements (e.g., TCPA, DNC lists, call recording disclosures).
• Maintain and manage documentation of campaign processes, procedures, and best practices; route any SOP changes through the Training & Compliance Manager.

Education and Experience

• Bachelor’s degree preferred or equivalent experience.
• Must be 18 years of age.
• 1–3 years’ experience in a call center environment.
• Experience working with outbound dialer systems preferred.

Working Conditions

Work is generally performed within an indoor office environment utilizing standard office equipment. General office environment requirements include frequent sitting, dexterity of hands and fingers to operate a computer keyboard and mouse, walking and standing for long periods of time, and lifting of less than 20 pounds.