Specialist: Dialer Administrator
1 week ago
We are currently recruiting for a specialist dialer administrator to join our Direct Sales team based in Sandton, Johannesburg. The main responsibility of the role is to oversee and manage all dialer functionalities.
Minimum requirements
- A Matric certificate or Equivalent NQF level 4 qualification.
- Interaction Dialer Certified Engineer (IDCE) certification
- A tertiary qualification would be advantageous
- SQL, SSRS, SSAS, SSIS
- A minimum of 3 years work experience in an admin or MI environment
- A minimum of 3 years working with outbound Dialer (predictive, precise, preview and power dialling)
- A minimum of 3 years working as a dialer administrator
- Understanding of basic call centre metrics
- Understanding of system integration i.e., Telephony and Dialer
- Intermediate-advanced proficiency level with Excel
- Basic statistics knowledge
**Responsibilities**:
- Responsible for day-to-day administration and monitoring of the dialer system including design, build and maintenance of campaigns, data sets, filters, reports, and data strategies
- Strategize, execute, and manage dialer strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet established business goals and client scorecard parameters
- Implement a comprehensive dialling strategy based on analytics which encompasses power/precise and predictive dialling campaigns
- Manage the dialer functions - manage the outbound campaigns and data sets to show effective campaign planning and data loading
- Draw real-time and historical reports as and when required.
- Evaluate dialer performance and make recommendations for the success of each campaign.
- Identify dialer trends and provide recommendation to optimise Dialer performance.
- Analyse and interpret data to resolve and/or escalate potential concerns appropriately
What we offer
- Permanent employment
- A competitive salary
- Access to medical aid and provident fund
- Continuous learning and training
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