Dialer Administrator

Minimum requirements: (Qualifications and Experience)

• Grade 12
• Proficient in MS Office
• Proficient in MS PowerPoint
• Relevant Tertiary qualification (added advantage)
• Numerically orientated
• Advanced proficiency level with Microsoft Excel
• Basic statistics knowledge
• Nobel University

Job description:

• Keep dialer downtime to a minimum and ensure any issues are communicated to IT & General Management immediately.
• Create a dashboard of unique campaign performance metrics, set performance benchmarks/thresholds and monitor and report back on outcomes.
• Manage dialer functionality including blended, inbound and outbound campaigns.
• Deliver effective dialing strategies to enhance the success of multiple outbound campaigns.
• Monitoring the team and agent performance through blended/dialer system and maintain maximum productivity with minimum idle time.
• Daily performance reporting delivered to the operation.
• Optimize call abandon rate.
• Oversee average call duration and identify anomalies for further investigation and review.
• Providing analysis to the Operations Leadership help increase performance and productivity across the floor.
• Present, explain and gain support for changes to the dialer strategies or processes based on analysis.
• Analyze data files and best dialing times to keep the operation as productive as possible.
• Constant monitoring of agent activity to ensure maximum productivity is achieved.
• Pacing strategy utilized for campaigns where necessary.
• Maintenance of dialer templates and provision of these to the business where necessary.
• Proactive dialer feedback to Team Managers to provide an accurate picture of dialer activity.
• Continually analyze campaign and agent performance to identify opportunities to increase contact rates and subsequent rpc’s.
• Meet deadlines for reporting and that the reports are accurate and presented to highest standards.

Required work minimum experience;

• 3 years previous Dialler knowledge or 3 years Risk (Campaign) knowledge

Technical and behavioral competencies required:

Technical:

• Ability to oversee a Retail OR Bank OR Specialized Lending OR Telco OR Public Sector dialing strategy framework, and provide campaign insights to validate vertical strategy.
• Good knowledge and understanding of:
• Collections
• National Credit Act
• Debt Collector Act
• Ability to define own contribution in the context of overall business performance.
• Ability to provide Industry/best practice insights into dialing strategy to facilitate Grou...
  
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