Contact Centre Dialler

4 weeks ago

Johannesburg, South Africa Carlysle Human Capital Full time
JOB 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 levels
- Increase in data to DMC conversions
- Increase in agent productivity and utilisation
- Responsible for preventing lost opportunities
- Line monitoring
- Daily Dialler Performance Monitoring
- AMM detection efficiency
- Contribute to the development and implementation of the dial strategy for each campaign
- Dialler 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 guidelines

- Dialler operational tasks such as creating, updating and deletion of:
o Users,
o Campaigns
o Call results
o Recycle rules
o Dial rules
- Understand the business processes to effectively support the campaign
- Set recycling rules
- Ensure effective lead loading of data into the dialler/operation for optimal calling and control by
following the standard lead loading procedure
- Reporting on lead usage
- Reset metrics where necessary
- Run Daily/Weekly/ Monthly dialler/data reports

- Evaluate, analyse and tune dialler and/or campaign parameters, call dispositions to drive better understanding of the leads and implement agreed changes based on results.
- Contribute to the production of all required Management for all of telesales management Reporting requirements
- Manage and troubleshoot computer hardware and software issues for employees
- Install, configure, and update software applications on workstations as required
- Set up new employee workstations and user accounts, ensuring proper access rights and permissions
- Collaborate with internal & external IT vendors to address complex technical issues or procure necessary equipment
- Train employees on basic IT procedures and software usage.
- Continually maintain an updated asset register
- Quickly identify and address IT and Office-related challenges, implementing solutions to minimize disruptions
- Propose process improvements to enhance office efficiency and user experience

- Support the business operations in the following areas:
o Data penetration
o Call Routing to drive costs down
o Dialler availability (uptime)
o Data availability
o Reporting
- Encourage and maintain a "customer service" philosophy within the dialler 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 dialler Manager of inefficiencies as they are encountered and work toward continuous improvement of systems that best serve business.
- Conduct routine and ad-hoc stock takes of IT hardware, software, and related equipment.
- Execute the formatting and setup of computers by installing and configuring operating systems, software applications, and drivers according to organizational standards

MINIMUM QUALIFICATIONS AND EXPERIENCES

- Matric
- +3 years experience working with ViciDial or similar dialler applications e.g, Real Connect, Touchstar, Genesys etc
- Database experience working with MySQL , MSSQL etc
- Intermediate to expert capabilities in Excel

Experience in the following tools will be advantageous:
- Linux
- Microsoft BI tools (SSIS/ SSRS/SSAS/ PowerBI)
- Python/R

BEHAVIOURAL AND COMPETENCIES REQUIRED

- Professional
- Logical
- Analytical
- Strong written and oral communication in a fast- paced, ever changing environment
- Strong interpersonal skills with the ability to build and maintain professional relationships
- Outcomes orientated
- Adaptability and flexibility in deliverables
- Ability to work under pressure

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