Dialler Manager

2 weeks ago


Durban, KwaZulu-Natal, South Africa First Group Full time
The purpose of the data and dialler administrator is to enhance and improve the top-line business understanding and decision-making processes by collecting, analysing, and reporting of data to the various business departments
Duties and responsibiliteis

Manage the dialler real time to ensure optimal agent productivity and data penetration as well as other key metrics not limited to connect rates, DMCs, failed calls etc.

Work with external dialler providers to gain knowledge and best practice and upskill to the rest of the team.

Work with the business stakeholders to increase data penetration levels, DMC conversions and agent productivity but also decreasing the data utilisation.

Meet dialling requirements for abandonment rates, answer machines detect, customer messaging etc. as set out by the business.
Responsibility for preventing lost opportunity
Actively monitoring the voice lines for performance degradation
Day to day dialler performance
Monitoring efficiency measurements (penetration, DMC, agent productivity)
Monitoring and implementing a dial strategy dialler issue
Maximise data and dialler performance at a campaign level by prioritising campaign jobs whilst maintaining compliance with legislation guidelines Through understanding of the business processes, be able to analyse the data and dialler requirements for the various campaigns
Analysis of the data to set an optimal recycling rule based on campaign setup
Ensure an effective lead loading process into the dialler that will be optimal for calling and control
Reporting on lead usage run daily/weekly/monthly reports evaluate and tune dialler and/or campaign parameters where necessary in order to achieve the business outcomes
Analysis of dialler/data outcomes and results as well as the implementation of changes and/or improvements based on results

You must have the ability to create both standardised and custom reports, analyse the data within and report to the business department on the findings.

Assist in the development of standardised tools, methodologies, and various business processes for the purpose of refining operational efficiency and identifying areas for improvement across business KPIs.

Possess experience in all stages of project work (requirements, design, implementation, testing and deployment)
Projects will range from small, distinct pieces of work to long term program engagements
You will be expected to deliver quality work on your assigned projects

Work with business stakeholders to determine their business information needs and determine the right approach for collecting and presenting data as well as which analytical tool is required.

Assist with data collection and processing procedures considering the business requirements and data relationships.

Collect, sort, filter, analyse data and interpret the results to look for patterns and determine if the findings answer the business questions and are accurate.

Create written reports and/or data visualisations that business stakeholders can use to monitor metrics and make decisions.
Initiate and drive continuous improvement of all performance reporting in order to better manage the business.
Provide direction regarding patterns, trends, and market analysis to drive business decisions.

Requirements:

Matric/Grade 12
A relevant certificate or diploma is preferred
Minimum of three years of experience as a data/dialler administrator in a contact centre is required
Familiarity with reporting in sales, marketing, and other operational departments

Experience in working with the following tools: Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI)
Experience working on Genesis Dialer
Expert capability in Microsoft Excel
Knowledge of business processes and functional area
Possess experience in all stages of project work (requirements, design, implementation, testing and deployment)
Experience in estimating solution development and delivering solutions against those estimates
Behavioural and competency required
Strong written and oral communication
Excellent analytical skills
Strong organisational skills
Comfortable in a fast-paced, ever-changing environment
Strong interpersonal skills with the ability to build and maintain professional relationships
Enjoys working independently as well as within a team environment
  • Dialler Manager

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Talksure Full time

    MAIN PURPOSE OF THE ROLEPicture yourself at the forefront of driving success for Talksure's sales and customer service teams. Responsible for implementing cutting-edge dialer technology, developing strategies to maximize productivity, and delivering exceptional customer experiences. Your role is pivotal in driving growth, optimizing campaigns, and providing...

  • Dialler Administrator

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Talksure Full time

    MAIN PURPOSE OF THE ROLEThe Dialler administrator will play a key role in managing and developing business campaigns through a blended dialler and will be responsible for optimizing performance of the dialler to maximize sales opportunities, and continually analyzing campaign and agent performance to identify opportunities to increase contact rates and...

  • Dialler Administrator

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Talksure Full time

    MAIN PURPOSE OF THE ROLEThe Dialler administrator will play a key role in managing and developing business campaigns through a blended dialler and will be responsible for optimizing performance of the dialler to maximize sales opportunities, and continually analyzing campaign and agent performance to identify opportunities to increase contact rates and...


  • Durban, KwaZulu-Natal, South Africa Carlysle Full time

    KwaZulu Natal, Durban**Monthly Cost To Company (Medical Aid, Group Life, Market related, Negotiable)Our client is looking for a Dialler Administrator to form part of their forward-thinking and visionary IT department. You will form part of a successful team and be situated in a bright, arty and busy environment.The Dialler administrator will play a key role...

  • Deputy Manager

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa WNS Global Services Full time

    Company DescriptionWNS (Holdings)Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance,...

  • Team Manager NCR

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Consumer Life Debt Solutions Full time

    Job Description: Team ManagerRequirements: Experience in managing approximately 15 Agents. ( Lead Generation & Debt Reduction Agents)Excellent reporting skills : Adocs & Finwise . Vicci Dialler Admin . Lead Management. Training & Coaching staff.Campaign:Debt Reduction NCRLocation: Verulam KznRemuneration: Basic & Commission ( % Revenue) Working Hours:8am -...

  • Dialer Manager

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Goldman Tech Resourcing Full time

    Job Information Location Durban Salary R p.a. Job Type Permanent Education Degree/Diploma Experience 3+ years Reference DMDBN23 Fax We have an amazing opportunity for a Dialer Manager in Durban BSc. Computer Sciences or National Diploma in IT 3+ years experience as a Data/Dialler administrator in a Contact Centre Experience working with Microsoft BI Tools...

  • Dialer Manager

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Goldman Tech Resourcing Full time

    Job Information Location Durban Salary R p.a. Job Type Permanent Education Degree/Diploma Experience 3+ years Reference DM23 Fax Requirements: BSc. Computer Sciences or National Diploma in IT 3+ years experience as a Data/Dialler administrator in a Contact Centre Experience working with Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI), Genesis Dialer,...

  • Sales General Manager

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa Pioneer Debt Solutions Full time

    Advertisement for: Sales General Manager- Objectives:_ Develop strategic plan for optimized productivity Review and improve organizational effectiveness by developing processes, overseeing employees, establishing a highly motivational work environment, and implementing innovative changes Adhere to company standards for excellence and quality Seek out...


  • Durban, KwaZulu-Natal, South Africa Debt-IN Full time

    Purpose of the job:The primary purpose of the Senior Collections Manager role is to manage multiple mandates according to their protocols by providing direction, leadership and influence in the execution of Debt-IN's strategic and operational objectives in order to maximise revenue and enhance efficiencies and effectiveness. It is also necessary to manage...

  • Call Centre Manager

    2 weeks ago


    Durban, KwaZulu-Natal, South Africa The Faculty Full time

    Job Title: Call Centre ManagerLocation: Umhlanga, Durban South AfricaExperience: 7-10 years in a Call Centre EnvironmentAbout Us:The Faculty is a dynamic and rapidly growing company based in Durban South Africa. We are seeking an experienced Call Centre Manager to lead our customer-centric team. We pride ourselves on delivering exceptional service to our...


  • Durban, KwaZulu-Natal, South Africa Talksure Full time

    MAIN PURPOSE OF THE ROLETo manage and support a high performing customer service team, ensuring service levels and customer experience is of a high standard. Facilitate effective complaints handling and resolution to customers across various service and social media platforms.DUTIES AND RESPONSIBILITIESManage daily customer service operations Oversee...

  • Dialler Administrator

    2 weeks ago


    Durban, South Africa Talksure Full time

    **MAIN PURPOSE OF THE ROLE** The Dialler administrator will play a key role in managing and developing business campaigns through a blended dialler and will be responsible for optimizing performance of the dialler to maximize sales opportunities, and continually analyzing campaign and agent performance to identify opportunities to increase contact rates and...


  • Durban, South Africa CX Interglobal Full time

    **Join Our Tribe!** Are you passionate about leveraging data to drive results and enhance customer interactions? Are you skilled in managing dialler systems and optimising data & dialler performance? If so, we have an exciting opportunity for you! Join our dynamic and fast-paced team as a Data and Dialler Professional in the **CX Interglobal Group** of...


  • Durban, South Africa Carlysle Full time

    **KwaZulu Natal**, Durban** **Monthly Cost To Company (Medical Aid, Group Life, Market related, Negotiable)** Our client is looking for a Dialler Administrator to form part of their forward-thinking and visionary IT department. You will form part of a successful team and be situated in a bright, arty and busy environment. The Dialler administrator will...

  • Dialler Administrator

    2 weeks ago


    Durban, South Africa Talksure Full time

    **MAIN PURPOSE OF THE ROLE** The Dialler administrator will play a key role in managing and developing business campaigns through a blended dialler and will be responsible for optimizing performance of the dialler to maximize sales opportunities, and continually analyzing campaign and agent performance to identify opportunities to increase contact rates and...


  • Durban, South Africa What Next Recruitment Full time

    A Resort Group is looking for a Dialer Manager to be based at their Head Office in the Durban area. **PURPOSE OF THE POSITION** The purpose of the Data and Dialler Administrator is to enhance and improve the top-line business understanding and decision-making processes by collecting, analysing, and reporting of data to the various business...

  • Data Analyst

    3 weeks ago


    Durban, South Africa Ecosave Full time

    **Position**: Data Analyst (with Dialler experience) **Location**: Remote **Department**: Call Centre Operations **Reports to**: Call Centre Manager **Key Responsibilities**: - Analyse call centre performance data, including call volume, call duration, wait times, and agent performance. - Monitor and evaluate the effectiveness of the dialler system,...

  • Team Manager NCR

    4 weeks ago


    Durban, South Africa Consumer Life Debt Solutions Full time

    Job Description: Team ManagerRequirements: Experience in managing approximately 15 Agents. ( Lead Generation & Debt Reduction Agents)Excellent reporting skills : Adocs & Finwise . Vicci Dialler Admin . Lead Management. Training & Coaching staff. Campaign: Debt Reduction NCRLocation: Verulam KznRemuneration: Basic & Commission ( % Revenue) . Working Hours:...

  • Dialer Manager

    4 weeks ago


    Durban, South Africa Goldman Tech Resourcing Full time

    **Job Information** - Location- Durban- Salary- R360 000 - 480 000 p.a.- Job Type- Permanent- Education- Degree/Diploma- Experience- 3+ years- Reference- DMDBN23- - it.careers(at)goldmantech.co.za- Fax- 0866688041We have an amazing opportunity for a Dialer Manager in Durban! - BSc. Computer Sciences or National Diploma in IT - 3+ years experience as a...

  • Team Manager NCR

    4 weeks ago


    Durban, South Africa Consumer Life Debt Solutions Full time

    Job Description: Team Manager Requirements: Experience in managing approximately 15 Agents. ( Lead Generation & Debt Reduction Agents) Excellent reporting skills : Adocs & Finwise . Vicci Dialler Admin . Lead Management. Training & Coaching staff. Campaign: Debt Reduction NCR Location: Verulam Kzn Remuneration: Basic & Commission ( % Revenue) . Working...

  • Dialer Administrator

    2 weeks ago


    Durban, South Africa Pro Talent Full time

    **IT ~ Top Talent** **KZN***: The Dialer Administrator will be responsible for coordinating the dialler campaign setup, implementing best practice management of dialler functions, real-time monitoring, providing analytic reports and performing data analysis on campaigns for trends. The Dialer Administrator is required to act as the first liaison of support...

  • Sales General Manager

    3 weeks ago


    Durban, South Africa Pioneer Debt Solutions Full time

    **Advertisement for: Sales General Manager** - **Objectives**:_ - Develop strategic plan for optimized productivity - Review and improve organizational effectiveness by developing processes, overseeing employees, establishing a highly motivational work environment, and implementing innovative changes - Adhere to company standards for excellence and quality -...

  • Work From Home

    3 weeks ago


    Durban, South Africa Elico International Full time

    We are searching for self-motivated and self managed staff members to join our work from home sales team of professional lead generators representing all corporate blue chip insurance brands. Requirements for this vacancy: Own Laptop / Desktop Own internet Connection - Fibre / ADSL (minimum 5MB/s) Own USB connected Call centre headset UPS Device /...

  • Call Centre Manager

    2 weeks ago


    Durban, South Africa The Faculty Full time

    **Job Title: Call Centre Manager** **Location: Umhlanga, Durban South Africa** **Experience: 7-10 years in a Call Centre Environment** **About Us**: The Faculty is a dynamic and rapidly growing company based in Durban South Africa. We are seeking an experienced Call Centre Manager to lead our customer-centric team. We pride ourselves on delivering...


  • Durban, South Africa HotelJobs.co.za Full time

    First Group SA is a leading hospitality and leisure company dedicated to providing exceptional experiences and unforgettable memories for our guests. With a portfolio of premium resorts and hotels across South Africa, we pride ourselves on delivering world-class service and hospitality. We are seeking a detail-oriented and proactive Executive Administrator...


  • Durban, South Africa Micah Govender Developments Full time

    Company is looking for experienced life and investment financial advisors to be based in Umhlanga.Company offers the following:ü Provision of office space and full infrastructure for financial advisorsü Full suite of administration services, i.e. new business finalisation, client services and client retention mechanismsü Telephony services, i.e....

  • General Manager

    3 weeks ago


    Durban, South Africa Talksure Full time

    **MAIN PURPOSE OF THE ROLE** To manage all the strategies and operations related to the sales divisions of the business, ensuring high levels of performance and compliance in line with budget and contractual expectations. **DUTIES AND RESPONSIBILITIES** **Overall management of the sales divisions** - Oversee performance of campaigns to ensure achievement...


  • Durban, South Africa Talksure Full time

    **MAIN PURPOSE OF THE ROLE** To manage and support a high performing customer service team, ensuring service levels and customer experience is of a high standard. Facilitate effective complaints handling and resolution to customers across various service and social media platforms. **DUTIES AND RESPONSIBILITIES** **Manage daily customer service...


  • Durban, South Africa Micah Govender Developments Full time

    Business Description:Personal Finance provides clients in the entry, middle, affluent and self-employed markets in South Africa with a comprehensive range of financial service solutions to facilitate their long term wealth creation, protection and niche financing needs. Company is looking for experienced life and investment financial advisors to be based in...