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Dialer Analyst
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General Details
Description
PURPOSE OF THE ROLE
Build, monitor and maintain all outbound activity call sloping strategies. Design, monitor and manage weekly activity campaign schedules. Produce real-time performance and productivity data to support the operational management team, focusing on strong performance, quality and compliance standards. Improve the top-line business decision-making processes by collecting, analysing, and reporting of data on the various campaigns
DUTIES AND RESPONSIBILITIES
- Ensure dialer execution is aligned to all business unit KPI’s
- Automate data loading within the dialer.
- Drive innovation and strategy in the current dialer platform.
- Real time analysis & monitoring of dialer campaigns to ensure compliance and adherence to set KPI’s
- Real time Management of the dialer to ensure optimal agent productivity.
- Identify and communicate any data anomalies or agent behavior issues to Senior Operations Team in real time.
- Dialer Incident Management
- Regular maintenance of the dialer.
- Understanding of client requirements and ensuring the correct Dialer strategy is implemented
- Monitor, analyse & report on the dialer requirements across the various campaigns
- Regular Reporting and updates on lead usage at agent level.
- Drive dialer metrics (Answer Rate/ RPC Rate) to influence conversion to sales.
- Analysis of dialer outputs and results as well as the implementation of changes and improvements.
- Create reports that business can use to monitor metrics and make decisions.
- Analyse Dialer data and share opportunities for improvement.
- Develop and manage strategy to run outbound campaigns, ensuring the saturation and penetration targets are achieved
- Collaborate with internal and external partners to maximize achievement of business goals
QUALIFICATIONS AND EXPERIENCE REQUIRED
- Matric / Grade 12
- A relevant certificate or diploma is preferred
- Minimum of 3 - 5 years of experience as a Dialer administrator in a Contact Centre is required
- Familiarity with reporting to a sales and service Operations.
- 2-3 years’ experience working as a Dialer administrator in a sales Outbound Contact Center.
- Experience in working with Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI)
- Experience in working MySQL
- Expert capability in Microsoft Excel
- Knowledge of business processes and functional area
- Experience in estimating solution development and delivering solutions against those estimates
BEHAVIOURAL AND COMPETENCY REQUIRED
- Strong interpersonal skills with the ability to build and maintain professional relationships
- Excellent analytical skillshttps://www.ditto.jobs/job/gumtree/3733803594?source=gumtree
Id Subtitle 1132748454
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CallForce
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Job description:
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Required work minimum experience;
3 years previous Dialer knowledge or 3 years Risk (Campaign) knowledge
Technical and behavioral competencies required:
Technical:
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The incumbent the ability to investigate and apply expertise to data with an intended objective to deliver on the specific area of expertise. The ability to analyze data and extract trends to ensure improvement of processes and or customer satisfaction. This could be in the form of innovative ideas as well as the task of compiling reports. Engage and list to current challenges in the team/business and use expertise to Trouble shoot issues in order to provide workable solutions. The ability to tackle a Problem with the intent of using expertise/capability and or experience to resolve speedily, Perform quality assurance based on the specialized requirements of the role. Should be able to ensure strong stake holder management into Communication i.e. feedback to clients, managing clients, responding to clients, attend to queries timeously.
Areas of Responsibilities
Timeous Reponses to Queries:
Identify the source of the complaint by identifying all parties to a complaint, and direct that the relevant information be sought from all parties.Accurate query response within the stipulated timelines.Have good problem solving capabilities.
Record Keeping/Filing:
Record/track complaints and determinations received from the PFA, FSCA and other sources.Have a systematic filing system for all complaints, queries, responses and determinations issued by the PFA and other relevant Authorities.
Reporting:
Controlling the outcome of PFA determinations issued and ensuring adherence.Provide a weekly report/update of all complaints to Management.Provide monthly reports for the relevant stakeholders.Be able to deal with Board of Trustees and other stakeholder enquiries.
Time and Quality Management
Meet production standards in terms of quality and quantity.Ensure written and verbal communication (internally and externally) is dealt with professionally and within the agreed service level agreements.
KPI :
Investigation of Pension Funds Adjudicator (PFA) complaints
Respond to PFA/FSCA complaints in respect of the different Funds Administered by SALT EB within the prescribed timeframes.Draft eight responses per day, forty per week and one hundred and sixty per month.Timeous implementation of OPFA determinations.Ensure that responses to PFA and other stakeholders are of high-quality standard, furthermore, to ensure that supporting documents relate the drafted response.Attend to PFA queries relating to responses/Attorney and member queries.
Record keeping:
Recording of new complaints and determinations for reporting purposes to EXCO and relevan...
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