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Dialler Team Leader

2 months ago

Umhlanga, KwaZulu-Natal, South Africa Dina Gates (Pty) Ltd on behalf of Finance Company Full time

We are recruiting for an experienced Dialler Team Leader to build, monitor and maintain all inbound and outbound Dialer activity service levels across all multi - functional areas.


KEY EXPERIENCE AND QUALIFICATIONS:

  • Database experience working with MySQL, MSSQL etc
  • Experience with LINUX, Microsoft BI tools (SSIS/ SSRS/SSAS/ PowerBI) and Python/R will be highly advantageous
  • Intermediate to expert capabilities in Excel
  • At least Matric/Grade 12 qualification

SCOPE OF WORK:

  • Responsible for optimising performance of the dialler to maximise sales opportunities
  • Continually analysing campaign and agent performance to identify opportunities to increase contact rates and subsequent sales
  • Responsible to ensure the dialler team produce real time performance and productivity data to support the operational management team, focusing on strong performance, quality and compliance standards
  • Manage and support the Dialer team in the Dialer processes, Automation of Dialer processes, Escalations from all parties external and internal and Ensure performance agreements are completed on an ongoing basis
  • Manage relationships both internal and external with regards to New projects to be successfully setup and constant monitoring, Always maintain good relationships to achieve targets required and Dialer plans / forecast for all campaigns
  • Validate invoices and escalate concerns regarding payments from suppliers
  • Support the business operations in Data penetration, Call Routing to drive costs down, Dialler availability (uptime), Data availability and Reporting
  • Encourage and maintain a "customer service" philosophy within the dialer team with business stakeholders through attention to detail, maintain an exceptional level of quality in all work completed
  • Maintain functional & productive working relationships with all individuals
  • Continually look to improve resource requirements & advise the dialer Manager of inefficiencies as they are encountered and work toward continuous improvement of systems that best serve business

Salary:
R35, R45,000.00 per month

Ability to commute/relocate:

  • Umhlanga, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)

Education:

  • High School (matric) (required)

Experience:

  • ViciDial or Real Connect, Touchstar, Genesys: 3 years (required)
  • MySQL or MSSQL database: 1 year (required)

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