IT & Dialler Administrator

MAIN PURPOSE OF THE ROLE

As the IT & Dialler administrator, you will play a crucial role in ensuring the smooth and efficient operation of our office environment, supporting a staff contingency of 60+ individuals. Your responsibilities will encompass both administrative and technical aspects, making you an integral part of our team. You will play a key role in managing and developing business campaigns through a blended dialler. The IT & Dialler Administrator will be responsible for optimising performance of the dialler to maximise sales opportunities, and continually analysing campaign and agent performance to identify opportunities to increase contact rates and subsequent sales as well as ensure all equipment in use are in working order.

DUTIES AND RESPONSIBILITIES

Manage the dialler real time to ensure optimal agent productivity, data penetration and metrics such as (connects, DMCs, failed calls, abandonment rates, answer machines detect, customer messaging etc.) Work with outsource dialler /providers to gain Best Practice and knowledge Contribute to the design and implementation of a long-term operating model for Dialler/Data area Increase in data penetration levelsIncrease in data to DMC conversions Increase in agent productivity and utilisation Responsible for preventing lost opportunities Line monitoring Daily Dialler Performance MonitoringAMM detection efficiency Contribute to the development and implementation of the dial strategy for each campaignDialler Issue Management Monitoring activities to target 100% dialler availability Routine dialler maintenance tasks such as system backups and development of necessary upgrades etc Maximise dialler/ data performance at a campaign level by prioritising campaign jobs whilst maintaining compliance with legislation guidelinesDialler operational tasks such as creating, updating and deletion of:Users,CampaignsCall resultsRecycle rulesDial rules Understand the business processes to effectively support the campaignSet recycling rulesEnsure effective lead loading of data into the dialler/operation for optimal calling and control by following the standard lead loading procedureReporting on lead usageReset metrics where necessaryRun Daily/Weekly/ Monthly dialler/data reportsEvaluate, analyse and tune dialler and/or campaign parameters, call dispositions to drive better understanding of the leads and implement agreed changes based on resultsContribute to the production of all required Management for all of telesales management Reporting requirementsManage and troubleshoot computer hardware and software issues for employeesInstall, configure, and update software applications on workstations as requiredSet up new employee workstations and user accounts, ensuring proper access rights and permissionsCollaborate with internal & external IT vendors to address complex technical issues or procure necessary equipmentTrain employees on basic IT procedures and software usageContinually maintain an updated asset registerQuickly identify and address IT and Office-related challenges, implementing solutions to minimize disruptionsPropose process improvements to enhance office efficiency and user experienceSupport the business operations in the following areas:Data penetrationCall Routing to drive costs downDialler availability (uptime)Data availabilityReportingEncourage and maintain a "customer service" philosophy within the dialer team with business stakeholdersThrough attention to detail, maintain an exceptional level of quality in all work completedMaintain functional & productive working relationships with all individualsContinually 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 businessConduct routine and ad-hoc stock takes of IT hardware, software, and related equipmentExecute the formatting and setup of computers by installing and configuring operating systems, software applications, and drivers according to organizational standards
QUALIFICATIONS AND EXPERIENCE REQUIRED
Matric2 years' experience in a Dialler Administrator role working with ViciDial Database experience working with MySQL , MSSQL etcIntermediate to expert capabilities in ExcelExperience in the following tools will be advantageous:LinuxMicrosoft BI tools (SSIS/ SSRS/SSAS/ PowerBI)Python/R
BEHAVIOUR AND COMPETENCIES REQUIRED
ProfessionalLogicalAnalyticalStrong written and oral communication in a fast- paced, ever changing environmentStrong interpersonal skills with the ability to build and maintain professional relationshipsOutcomes orientatedAdaptability and flexibility in deliverablesAbility to work under pressure
Salary: Market Related.

NB: Thank you for choosing Talksure as your employer of choice. Please note that if you do not hear from us within 14 working days after the closing date of the advert, please regard your application as unsuccessful. We wish you well in your future endeavors.

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