Dialler Administrator

7 days ago

Cape Town, South Africa Recru-it Full time
Summary:
The Dialler Administrator (Junior Engineer) is responsible for overseeing the smooth functioning of the Dialler system within the Contact Centre Operations. This includes overseeing campaign loads, dialing frequency, dialing attempts and continuous dialing optimization. The Dialler Administrator will be responsible for ensuring there is a constant workflow for Contact Centre Operations by managing Dialler queues, reports and reporting such results to internal stakeholders. The Dialler Administrator is responsible for tracking, analyzing, and reporting on key performance metrics to optimize the companies customers outbound call center's efficiency, and productivity.

Responsibilities:
Dialler Optimization:
  • Ensure that the Dialler campaigns are operating optimally to support the business strategy.
  • Manage and configure dialer systems, campaigns.
  • Day to Day Dialler Performance
  • Be involved in and contribute to dialing strategy discussions.
  • Ensure that the Dialler is aligned with the business requirements, monitor the performance to deliver the best results.
  • Monitor and analyze dialer performance, adjusting settings for optimal results.
  • Develop and implement strategies to improve call connect rates, conversion rates, and overall campaign effectiveness.
  • Analyze data and generate reports to measure campaign performance and agent productivity.
  • Identify and implement process improvements to increase efficiency and reduce costs.
  • Inform changes to the Dialler settings to bring about the best results identification and definition problems.
  • Identify technical issues and pro-actively address through the correct channel.

Implementing & Executing Effective Operation Support Strategy:
  • Document technical requirements with clarity to enable correct implementation of the required solution.
  • Campaign monitoring across operational area.
  • 100% adherence to operating standards
  • Produce accurate reports and analysis on campaigns and agent results.
  • Analyse and interpret data to resolve and/or escalate potential concerns appropriately and timeously.
  • Planning of monthly Dialler campaigns according to capacity and number of accounts in-line with strategies
  • Processing information and generating knowledgeable communication
  • Daily, weekly, monthly feedback reports on agent, campaign, and overall Centre performance

Project Management and Coordination:
  • Assist in coordinating business performance management projects with the correct teams.
  • Proactively identify opportunities for Dialler Management Team improvement and efficiency enhancements.

Customer Service, Communication and Collaboration:
  • Understand customer needs and effectively transfer requests to the appropriate teams.
  • Participating in customer meetings as required, providing support, and troubleshooting assistance.
  • Build and maintain positive customer relationships to ensure satisfaction.
  • Communicate proactively with team members, stakeholders, and customers.

Communication:
  • Communicate to all levels that are affected with production issues for the Dialler
  • Communicate effectively with all levels of management and those responsible for Dialler, specifically concerning performance concerns.
  • Any technical issues to communicate affectively and timeously to resolve the issues and log the call to the necessary parties.

Qualifications and Experience:
Functional Competencies:
  • MS Word, MS Excel, MS Outlook, MS PowerPoint
  • Knowledge of contact Centre systems and processes
  • Systems knowledge of Presence and Queue Metrics
  • Excellent verbal and written communication skills

Behavioral Competencies:
  • Collaboration
  • Resilience
  • Leadership
  • Information gathering and problem analysis.
  • Planning and organizing
  • Quality and detail orientation

Qualifications:
  • Grade 12 with post grad (advantageous)
  • NQF 5 qualification in IT or in a similar field of studies (preferable)
  • Presence Dialler Experience, minimum of 1 year (preferable)

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