Dialer Specialist

2 weeks ago

Cape Town, Western Cape, South Africa National Debt Advisors Full time

National Debt Advisors, an award winning Debt Counselling company based in the City of Cape Town is on the lookout for a diligent and experienced Dialer Specialist.

The Dialer Specialist will be responsible for overseeing our dialer/telecoms system, This role requires a proactive individual with a strong technical background, excellent organizational skills, and the ability to work effectively in a fast-paced contact center environment.

The Dialer Specialist will ensure smooth system operation, monitor performance, and implement strategies to improve productivity and compliance.

Duties/Responsibilities:

  • To manage all outbound and inbound administration functions on the telephony platform
  • Liaise with IT for fault resolution and new implementations.
  • Serve as first line support for any dialer issues
  • Develop and execute dialer strategies in tandem with Business Intelligence Manager
  • Collate and present dialer and CRM results to Mid
  • Senior Stakeholders
  • Ensure dialer execution is aligned to all business unit KPI's
  • Automate data loading within the dialer
  • Facilitate operational Tableau reporting linked to dialer performance and CRM
  • Drive innovation and strategy on the current dialer platform
  • Real time analysis of dialer campaigns
  • Identify and communicate any data anomalies or agent behavior issues
  • Drive dialer metrics (Answer Rate/ RPC Rate) to influence conversion to sales.
  • Manage Omni Channel Communication channels and flows within dialer platform (Tickets, WhatsApp, SMS)
  • Run A/B test on contact strategies

Experience required:

  • 34 years' experience as a Dialer Specialist
  • 34 years' Experience with Vicci platform or similar dialer platform
  • Experience managing multiple campaigns
  • Experience in working with data (SQL) and producing analytical reporting
  • Experience working with Tableau or similar data visualization tools
  • Minimum 3 years' experience within a Debt Collection/Debt Review/Sales / Financial Services environment where multiple products/campaigns are managed.

Software/Programs:

  • Vicci dialer /dialer platform


 Excel (Intermediate
  • Advanced)
  • Tableau/similar visualization tool
  • SQL (Advantageous)
  • WhatsApp for Business

Qualification:

  • Grade 12 NSC
  • That you have read and understood our POPI Policy.
  • That you have no objection to us retaining your personal information in our database for future matching.
  • Should suitable opportunities arise we will contact you and request your consent to submit your CV to a specific client for a specific purpose.
  • That the information you have provided to us is true, correct and up to date.

Experience:

Dialler Administrator: 3 years (preferred)

  • Connex One platform or similar dialler platform: 3 years (preferred)

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