Dialer Manager

2 weeks ago

Randburg, Gauteng, South Africa Oaksure Financial Services Full time

Overview:

The organization is a Business Process partner to one of the largest E-Hailing Smartphone Apps in the world. We are responsible for delivering high-performing Ride-Hailing Driver Registration and Service Delivery processes.

The goal is to deliver an effective outbound dialer campaign management service that increases engagement and contact of Existing and New Ride-Hailing Driver applicants.

The campaign needs to be planned and organised to support the strategies of onboarding and maintaining a quality supply of vehicles and drivers to ensure passenger safety and convenience.


Duties:

  • Manage dialler and telephony systems within the call center to optimize call campaigns and Agent productivity.
  • Building data queries using Google Sheets (SQL processes, triggers and SSIS packages is an advantage)
  • Building daily reports on campaigns for previous days using SQL, Excel and ICBM.
  • Analyse dialler results in realtime for agents and recommends changes to current process.
  • Communicate any dialler issues with management and vendor.
  • Compile monthly report for numbers pack and submit to manager.
  • Set up various alerts to identify specific areas of concern.
  • Monitor outbound/inbound campaigns for optimal staffing levels.
  • Optimize dialler attributes that are suitable to defined campaigns.
  • Monitor campaign results real time and make adjustments to improve efficiencies.
  • Optimize dialler pacing to achieve balance between idle and dropped calls.

Requirements:

  • BSc. Computer Sciences or National Diploma in IT
  • 5 years of experience as a Data/Dialler administrator in a Contact Centre
  • 3 years of experience managing call centre staff
  • 3 years of experience with dialer softwares (e.g. ViCiDial, Issabel, ConnexOne)
  • 3 years of experience working with data tools such as Excel, Google Sheet, Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI), etc.
  • 3 years of experience managing labour relation issues such as time & attendance, poor work performance, etc.

Salary:
R23, R50,000.00 per month

Ability to commute/relocate:

  • Randburg, Gauteng: Reliably commute or planning to relocate before starting work (required)
Application Deadline: 2023/05/31

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