Junior Dialer Administrator

This is a remote position.

The successful person will be required to take ownership and accountability for the management of all dialler activities and constantly and passionately pursue initiatives, processes, and solutions that will further enhance and optimise the call centre environment.

Manage all operational aspects of the dialler system, including uploading of data and setting filters to optimise performance. Optimise the efficiency and cost of data. Analyse sales data to produce campaign intelligence that will help shape the dialler strategy, to improve performance and revenue.

Minimum Requirements

1. 3 years’ experience in a Dialler Manager role

2. Matric

3. Clear ITC and criminal record

4. Relevant tertiary qualification advantageous 5 to 7 years working experience within a call centre environment, of which 2 to 3 years should be proven experience with managing dialler systems in an inbound and outbound environment.

5. Must have advanced report writing skills Must have good analytical skills.

6. Must have very high attention to detail.

7. Analytical skills and the ability to demonstrate conceptual thinking.

8. Strong communication and presentation skills

9. Experience with mySQL, SQL

Requirements

Experience

1. Analyse and manage the consumption of sales lead data processed via the dialler management system across multiple outbound campaigns, to optimise usage and increase revenue.

2. Manage Dialler requirements and strategies requested by the Business clients.

3. Implementing the setup of dialler campaign

4. Implement best practice management of dialler functions,

5. Real-time monitoring

6. Provide analytic reports

7. Act as the first liaison of support for downtime and issues experienced by Agents or Team leaders

8. Manage all operational aspects of the dialler system, including uploading of data and setting filters to optimise performance.

9. Optimal use of the Hosted Contact Centre (HCC) technology and dialler-related resourcing

10. Monitor the performance of outbound collection and telemarketing strategies deployed, and on an ongoing basis, execute challenger strategies with associated processes and procedures.

11. Optimise customer contact effectiveness while maintaining inbound and outbound targets and service level achievements.

12. Upload and download of EOD Data extract and call recordings

13. Identifying trends and communicating findings to the management team are key responsibilities

14. Create daily outbound calling campaigns based on departmental collections and telemarketing strategies to optimise collection and “sales” performance.

15. Achieve desired penetration and contact rates on outbound campaigns, which are necessary to meet departmental targets.

16. Communicate department results in scheduled dashboards and reports distributed regularly to the management team, and provide recommendations based on the analysis performed.

17. At a campaign level, ensure the Campaigns SLA is met

18. Proactively partner with all Call Centre Management to identify new calling and treatment strategies. Liaise with third parties/dialler providers to maximise the understanding of dialler functionality and identify potential strategy enhancements.

19. Deliver technical assistance to agents by troubleshooting system issues and providing ongoing maintenance updates.

20. Work closely with process owners and coordinate the analysis, design, development, and implementation of new operational reports while tracking usability and fine-tuning as appropriate.

Benefits

• Competitive salary
  
• Hybrid/ Remote working environment
  
• benefits (Cell phone, data Allowance and Medical Insurance)