BPO Staffing

All iSOCRATES client staff augmentation is done with fully-disclosed contractual assignments. Grades are assigned to each employee allocated according to their specific training, skills, and experience. Please find below the following Grades and Roles which are indicative of many, but not the only, help we provide.

Grade Two

Analyst, Ad Operations

The Analyst, Ad Operations is responsible for creating, implementing, testing and trouble-shooting digital campaigns based on the requirements provided by clients & internal strategy. Proper set up of an ad server is a critical part of monetizing a site or setting up and optimizing line items in an insertion order.  Our Analyst, Ad Operations Specialists have deep experience implementing DFP (Small Business, legacy, and Premium), and DFA, among other ad operations platforms.  These Specialists ensure full delivery, optimizing for CTR/CPC/CPA and monitoring for any issues (e.g. over delivery, discrepancies, etc.).  The Analyst, Ad Operations Specialist augments client teams working in a dynamic, time-compressed, high-tech environment completing a variety of tasks in parallel.

Responsibilities

  • Work closely with Client and internal teams to ensure that campaigns are being set up correctly, tracked & optimized properly for the entire time they are running
  • Work with Client and internal teams to troubleshoot any creative or pixel-related questions from client teams
  • Prepare reports by collecting, analyzing, and summarizing information
  • Work closely with US-based project teammates

 

Ad Operations Level I/Trafficker

The Ad Operations Level I’s main responsibility is to support ad operations for the client’s MSP team.

Responsibilities

  • Setting up DFP ad server structure and campaigns
  • Implementing demand to increase the bid density
  • Managing campaigns served through Google and others
  • Setting up the campaign with no risk of revenue impact
  • Providing regular suggestions and changes to maintain and improve continuous monetization
  • Working on a variety of DSP, SSP and DMP platforms
  • Working closely with the AO Level II, Data Management Platform (DMP) manager, analysts, and other team members and is involved in troubleshooting data and analytic processes and operations
  • Ad Tag Trafficking

The AO Level I partners with Client and internal iSOCRATES teams that describe, report on, analyze, predict, and prescribe all audience and campaign data and related programmatic media trading as well as select Managed Services on behalf of select supply-side and demand-side clients.

 

Campaign Manager, Ad Operations

The Campaign Manager, Ad Operations works directly with US-based Demand Side Trading & Partner Success Management as well as the Data & Analytics team, to develop tactical executions that align with client advertising goals and objectives. The Campaign Manager will deliver results from these tactical executions by implementing campaigns in the ad server. The Campaign Manager will also be responsible for day to day management of campaigns as well as identifying opportunities within each campaign to improve performance and take action to improve results.

Responsibilities

  • Setting up campaigns in DFP and other ad servers
  • Monitoring campaign delivery, performance and margin to ensure all targets are met
  • Working on a variety of DSP, SSP and DMP platforms
  • Working closely with the Data Management Platform (DMP) manager, analysts, and other team members and is involved in troubleshooting data and analytic processes and operations
  • Ad Tag Trafficking
  • Lead monitoring and performance for all campaigns
  • Provide regular campaign updates to the Sales and/or Partner Success Management teams to ensure the client’s KPIs are met
  • Responsible for pacing, margin and performance for all programmatic campaigns
  • Reconciliation of billing figures from the platform and populating templates for invoicing

The Campaign Manager works with the team that describes, reports on, analyzes, predicts, and prescribes all audience and campaign data and related programmatic media trading as well as select Managed Services on behalf of select supply-side and demand-side clients.

 

Analyst, Reporting & Analysis

Dedicated analyst to manage client reporting systems and build standard and custom analytics reports. This analyst will pull avails reports, provide input to media plans, and prepare post campaign performance reports.

Responsibilities

  • Design and develop reporting metrics
  • Provides reports and analyses to drive key business decisions
  • Provides insights into the link between raw enterprise data and information managements decision making
  • Data extraction, analysis and transformation into reports

 

Creative Designer

The creative designer designs email campaigns/newsletters, display advertisements for static & rich media banners, social media ads, PDOOH, video creatives. Additionally, the creative designer is also available to advise the client about the design of website related banners/images.

Responsibilities

  • Creative approach to strategic and design layouts and other front-end internet solutions
  • Works with Client teams conceptualizing and designing visual communications
  • Designs Banner Ads, Email/Newsletter/Display creative Designing, Facebook Creative, Landing Pages
  • Ensures timely delivery
  • Develop new designs and concepts, graphics and layouts per client direction

 

Web Developer/HTML Coder

Web Developer/Email Campaign Developer/HTML Coder provides complete end-to-end coding of landing pages/cloud pages/marketing email templates for clients. Additionally, the Web Developer/HTML Coder adds functionality to landing pages, direct HTML projects like design (PSD) to HTML conversion, code AmpScript/JavaScript and performs tests on Email Templates and landing pages and their background code.

Responsibilities

  • Creating marketing email templates/landing pages for clients
  • Codes in PSD to HTML conversion, WordPress, HTML5/CSS3, APMScript, JavaScript, jQuery, Bootstrap, Media query
  • Does SFMC account configuration in Email Studio tasks like and not limited to creating DEs, Import Activity, Automation Studio, Journey Builder, Data activity
  • Makes technical recommendations related to user experience and capabilities

 

QA Analyst

The QA Analyst works directly with the client’s digital media operations team to check and confirm the quality of all outputs.

Responsibilities

  • Documents digital media operations for clients
  • Builds and maintains detailed checklists of quality requirements for each step of the process
  • Conducts reviews of the output for consistency against agreed quality metrics in each checklist
  • Makes recommendations for process improvements by Client teams

Grade Three

Ad Operations Level II

The Ad Operations Level II’s (AO Level II) main responsibility is working hands-on in a team that supports publishers and demand partners while ensuring profitable operations for clients.

Responsibilities

  • Overseeing DFP ad server structure and campaigns
  • Optimizing specific demand to increase the highest probability of winning bids
  • Managing and optimizing existing campaigns served through Google and others
  • Onboarding new supply-side and demand-side clients
  • Understanding requirements and setting up the campaign with no risk of revenue impact
  • Understanding the impact of changes and best use of available demand and supply to generate maximum yield from the available inventory
  • Providing regular suggestions and changes to maintain and improve continuous monetization
  • Implementing monetization strategies to sell-through unused inventory
  • Presenting and helping to execute new revenue generating ideas using the latest strategies in AdTech
  • Supporting a variety of DSP, SSP and DMP platforms
  • The AO Level II works closely with the Data Management Platform (DMP) manager, analysts, and other team members and be involved in troubleshooting Client data and analytic processes and operations

The AO Level II works with Client and internal teams that describe, report on, analyze, predict, and prescribe all audience and campaign data and related programmatic planning and execution as well as select Managed Services on behalf of select supply-side and demand-side clients.  Additionally, the AO Level II supports Client management and internal teammates conducting day-to-day media trading desk activities across a variety of media channels including display, mobile, video, social, native, and advanced tv/audio ad products.

 

Senior Campaign Manager / Yield Manager

The Senior Campaign Manager / Yield Manager provides comprehensive yield management for both direct and indirect ad sales monetization. This work is based upon analysis of optimized ad waterfall strategies including tag management and header bidding. The Yield Manager will continuously optimize pricing and provide inventory avails with continuous reporting provided.

Responsibilities

  • Monitor and sell out all Client inventory all the time, at the highest prices possible for the publisher
  • Analyze which buyers will have access to how much inventory, at which time, through which buying channels, at which CPMs
  • Maintain fill rates and CPMs as high as possible
  • Manage Demands needs

 

Media Strategist / Planner

The Media Strategist / Planner works directly with the client’s Demand Side Trading team & US-based Partner Success Management as well as the Ad Operations team and the Data & Analytics team, to recommend and plan tactical executions that align with client advertising goals and objectives. The Media Strategist / Planner will recommend media plans to be implemented as campaigns in the ad server by Ad Operations team. The Media Strategist / Planner will also be responsible for recommending optimization of campaigns as requested by Ad Ops team to improve performance and take action to improve results.

Responsibilities

  • Strategy and planning for all Demand Side campaigns
  • Regularly review campaign updates from the Sales and/or Partner Success Management teams to ensure the client’s KPIs are met
  • Responsible creating strategies and plans that meet client pacing, margin and performance requirements for all programmatic campaigns
  • Provide insights and feedback to platform partners in order to improve functionality of the platforms used for media buying

 

Senior Creative Designer/UI/UX

The Senior Creative Designer oversees and manages the team that designs email campaigns/newsletters, display advertisements for static & rich media banners, social media ads, PDOOH, video creatives. Additionally, the Senior Creative Designer direct and manages the design of Client websites as well as related banners/images.

Responsibilities

  • Creative approach to strategic and design layouts and other front-end internet solutions
  • Works with Client teams conceptualizing and designing visual communications
  • Designs Banner Ads, Email/Newsletter/Display creative Designing, Facebook Creative, Landing Pages
  • Ensures timely delivery
  • Develop new designs and concepts, graphics and layouts per client direction

 

Developer / Dev Ops

The Developer / Dev Ops writes PHP/Python/VB/Java programing code to a high standard, in a timely and scalable manner for Clients. This resource augments and supports all aspects of the ongoing software development for Clients including any part of a development project from initial inception/specification, through to developing, testing, launching, optimizing and maintaining.

Responsibilities:

  • Determines operational feasibility by evaluating analysis, problem definition, requirements, solution development, and proposed solutions
  • Documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code
  • Prepares and installs solutions by determining and designing system specifications, standards, and programming
  • Improves operations by conducting systems analysis; recommending changes in policies and procedures
  • Obtains and licenses software by obtaining required information from vendors; recommending purchases; testing and approving products
  • Provides information by collecting, analyzing, and summarizing development and service issues
  • Accomplishes engineering and organization mission by completing related results as needed
  • Develops software solutions by studying information needs; conferring with users; studying systems flow, data usage, and work processes; investigating problem areas; following the software development lifecycle

 

Senior QA Analyst

The Senior QA Analyst manages the quality assurance team that augments and works directly with the client’s digital media operations team to check and confirm the quality of all outputs.

Responsibilities

  • Manages and produces documentation of digital media operations for clients
  • Oversees and is responsible for the development and maintenance of detailed checklists of quality requirements for each step of the process
  • Conducts reviews of the output for consistency against agreed quality metrics in each checklist
  • Makes recommendations for process improvements by Client teams

Grade Four

Senior Media Strategist/Planner/Optimization

The Senior Media Strategist/Planner/Optimization provides comprehensive strategic plans for both direct and indirect ad sales monetization and / or advertising campaigns. This work is based upon analysis of optimized ad waterfall strategies including tag management and header bidding. The Senior Media Strategist/Planner/Optimization will continuously optimize pricing and provide inventory avails with continuous reporting provided.

Responsibilities

  • Direct the internal team and augment the Client team responsible for media planning and delivery
  • Analyze which buyers will have access to how much inventory, at which time, through which buying channels, at which CPMs
  • Serve as the main point of contact for Client Media Strategy/Planning/Optimization management

 

Data Scientist

The DS will work closely with the Manager, Data and Analytics and the Data Management Platform (DMP) Manager and other team members and be involved in improving and troubleshooting data and analytic processes and operations.

The DS will work as a member of the team that describes, reports on, analyzes, predicts, and prescribes all audience and campaign data and related programmatic media trading as well as select client-focused Managed Services on behalf of select supply-side and demand-side clients.

This DS will support all managers and teammates in their day-to-day media trading desk activities across a variety of media channels including display, mobile, video, social, native, and advanced tv/audio ad products.

Responsibilities

  • Manages a variety of data and analytic platforms
  • Develops proprietary data and technology, including modeling
  • Analyzes data, and optimizes media trading and campaign performance to ensure successful delivery and outcomes
  • Sources 1st/2nd/3rd party audience, content, contextual, and pricing data
  • Delivers actionable client-focused results on demand and proactively

 

DMP/CDP/CRM Manager

The DMP/CDP/CRM Manager oversees, directs and manages the team that sources 1st/2nd/3rd party audience, content, contextual, and pricing data, manages a variety of data and analytic platforms, develops proprietary data and technology, analyzes data, and optimizes media trading and campaign performance to ensure successful delivery and outcomes.

The DMP/CDP/CRM Manager works closely with Client Management to inform and continuously train the Client Data Management Platform(DMP) managers, analysts, and other team members to become more proficient in their respective roles as well as teach them how to troubleshoot data and analytic processes and operations. The DMP/CDP/CRM Manager will describe, report on, analyze, predict, and prescribe all audience and campaign data and related programmatic media trading as well as select Managed Services on behalf of select supply-side and demand-side clients.

Responsibilities

 

Senior Developer/Dev Ops

The Senior Developer / Dev Ops oversees and directs the team that writes PHP/Python/VB/Java programing code to a high standard, in a timely and scalable manner for Clients. This resource serves as the main point of contact for clients for all augmentation and support of ongoing software development for Clients including any part of a development project from initial inception/specification, through to developing, testing, launching, optimizing and maintaining.

Responsibilities

  • Determines operational feasibility by evaluating analysis, problem definition, requirements, solution development, and proposed solutions
  • Documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code
  • Prepares and installs solutions by determining and designing system specifications, standards, and programming
  • Improves operations by conducting systems analysis; recommending changes in policies and procedures
  • Obtains and licenses software by obtaining required information from vendors; recommending purchases; testing and approving products
  • Provides information by collecting, analyzing, and summarizing development and service issues
  • Accomplishes engineering and organization mission by completing related results as needed
  • Develops software solutions by studying information needs; conferring with users; studying systems flow, data usage, and work processes; investigating problem areas; following the software development lifecycle

 

Team Leader, Ad Operations

The Team Lead, Ad Operations works with the client’s project leadership to oversee and manage the project team to meet client requirements.  Project may include ad campaigns, ad trafficking, deployment, troubleshooting, campaign optimization, work on pacing reports, campaign performance reports and collaboratively working with digital marketing team members and product development teams on a day to day basis.

Responsibilities

  • Work to ensure internal teams, clients and partners are adhering to internal process timelines and procedures for successful client campaign executions
  • Creates checklist to monitor daily deliverables and make sure team delivers the job as planned. Ensures timely performance review for the team members
  • Leads setup of campaigns and other SSP structures within multiples Supply Side Platforms and demand, proactively anticipate issues and make sure team is aware of repercussions if issues are not rectified prior to launch
  • Tracks the performance of multiple open marketplaces using our internal tools and detect opportunities to improve the global monetization as necessary
  • Coordinate internal meetings with planning teams to review upcoming schedule and campaign objectives/components
  • Be the primary point of contact for external vendors/publisher sites for all advertising technical issues and questions with ad serving
  • Update the deals settings and manages deal workflow

 

Team Leader, Search

Leads SEO/SEM and Analytics. A Search engine marketing expert that leads client relationships and is involved in the day-to-day strategy and implementation.

Responsibilities

  • End to end search engine marketing campaigns on Google, Yahoo and Bing
  • SEM performance tracking, analysis and reporting
  • Create ad copy and perform keyword research, analysis and optimizations
  • Set up and analyze A/B testing, and share results accordingly
  • Manage and track spend across SEM campaigns, keyword optimization

 

Team Leader, Marketing Automation and Email Marketing

Leads MarTech projects and is responsible for the day-to-day, hands-on execution of email marketing programs in support of client objectives. Leads setup, maintenance and daily/weekly/quarterly review of reoccurring and triggered email communications. The Team Lead, Marketing Automation and Email Marketing applies email marketing best practices to the execution of client/internal email campaigns in collaboration with the Client.

Responsibilities

  • Performs day-to-day email marketing activities including, but not limited to, email campaign set-up, scheduling, testing, tagging and deployment of one-time, recurring, triggered and dynamic content-driven campaigns using Adobe Marketo, Zeta, SFMC or Pardot
  • Manage day to day communication with clients/internal teams via email, ZetaSmart and IMs
  • Help the campaign manager prioritize the work and do due diligence in providing timely responses to clients proactively
  • Building email campaigns, list/audience selection, HTML coding, landing page build and quality assurance of all outbound campaigns
  • Troubleshoots technical issues related to HTML templates, list segmentation and other aspects of email execution, as needed

Grade Five

Delivery Manager

The Delivery Manager manages MSP / BPO teams for the client. The Delivery Manager will have responsibility for the management of multiple campaigns from setup to completion, optimizing where possible, and troubleshooting issues where appropriate. The Delivery Manager will work with US-based Partner Success Management to provision reports for clients that leverage campaign insights, as well as liaising with clients to ensure their expectations are met.

Responsibilities

  • Directly responsible for all Demand Side trades via the AppNexus, Google DBM and Beeswax DSP platforms
  • Lead, manage, and mentor team leaders and team of Demand-Side Campaign Managers
  • Establish, improve and evolve performance management process and analysis strategies
  • Lead performance analysis for high level campaigns
  • Daily and weekly campaign analysis of top performing supply sources, domains and ad units
  • Oversee day-to-day delivery and yield management across all campaigns and inventory sources while subsequently identifying and implementing enhancements
  • Analyze performance data to create, investigate, and test hypotheses used to identify meaningful patterns in large, multi-dimensional datasets and contribute to strategic roadmaps for our clients
  • Troubleshoot for technical challenges throughout a campaign’s lifecycle and partner cross-functionally to ensure timely resolution

 

Principal Data Scientist

Develops Predictive models, uses Machine Learning and Deep Learning-based approaches to audience- and non-audience-based ad inventory price-value discovery and optimization.

The Principal Data Scientist leads the team that designs and develops architecture of the process for data collection and storage systems as well as deployment and use of tools for in-depth, reporting and visualization builds.

The Principal Data Scientist leverages hands-on experience with various rigorous statistical, econometric and Big Data methods to define requirements, design analytics solutions, analyze results, identify problems/opportunities, and optimize economic outcomes to deliver solutions for Clients.

Responsibilities

  • Develop predictive models
  • Use Machine Learning and Deep Learning-based approaches to audience- and non-audience-based ad inventory price-value discovery and optimization
  • Lead the team that will design and architecture the process of data collection and storage systems
  • Leverage hands-on experience with various rigorous statistical, econometric and Big Data methods to define requirements
  • Design analytics solutions
  • Analyze results
  • Identify problems/opportunities
  • Optimize economic outcomes

 

Architect

The Architect designs systems for Clients to solve complex problems, test innovative approaches and research new solutions to storing, manipulating, and presenting information. The Architect designs and directs the development of technologies and tools for clients.

Responsibilities

  • Develop system solutions
  • Use C, C++, Java, Python, Node.js, HADOOP, among other languages to code system solutions on behalf of Clients
  • Lead the team that will design and architecture the system solutions
  • Analyze results
  • Identify problems/opportunities
  • Optimize economic outcomes

Grade Six

Engagement Manager

Engagement Manager is the main point of contact for servicing our clients. The Engagement Manager develops strong relationships with clients, connecting with key business executives and stakeholders, and is responsible for identifying and driving client growth opportunities. The Engagement Manager is responsible for all aspects of the pre- and post-digital sales process including media plan creation and execution, campaign delivery, client satisfaction, and upselling. The Engagement Manager is also responsible for directly or indirectly managing and maintaining audience-based programmatic media programs and building and managing data segments.

Responsibilities

  • Day-to-day point of contact with our key clients. Build, grow and maintain relationships, gaining deep understanding of their business and marketing needs
  • Working with Delivery team in India, to monitor and optimize campaign metrics for delivery and KPIs; provide detailed reporting and recommendations throughout campaign lifecycle
  • Address client queries effectively and in a timely manner
  • Generate post campaign presentations providing key insights on performance
  • Build audience segments in our DMP and develop insights from data sources to improve segmentation
  • Troubleshoot technical issues with programmatic deals and keep clients informed
  • Become an expert in using SSPs, DSPs and DMPs
  • Recruit, hire, train, retain and grow Partner Success Managers and Account Coordinators
  • Help develop best practices by creating training materials, sales materials and customer facing guides

 

iSOCRATES provides experienced US-based Partner Success Management whose role is to translate client requirements and delivery team needs and activities, coordinate continuous communications between all parties, and provide timely reporting and analytics.

Typical ISOCRATES BPO staffing oversight is as follows:

Small BPO Teams

Teams of 3 to 10 require one Grade Four FTE to coordinate activities and manage delivery.

Mid-size BPO Teams

Teams of 10 to 20 require two Grade Four FTEs and one Grade Five FTE to coordinate activities and manage delivery.

Large BPO Teams

Teams of more than 20 require three Grade Four FTEs, one Grade Six FTE, and oversight by a dedicated US-based Partner Success Manager to coordinate activities and manage delivery.

 
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