Dialler Manager

3 weeks ago


Cape Town, South Africa RMV Solutions Full time

We are looking for a hands-on self-starter with solid experience operating dialler systems to join our dynamic and fast-paced call centre team.

Key Responsibilities
- Enable the optimal use of the Hosted Contact Centre (HCC) technology and dialer-related resourcing;
- Manage the HCC to enable effective execution of the credit risk-driven collection strategies;
- Monitor the performance of outbound collection and telemarketing strategies deployed, and on an ongoing basis, execute challenger strategies with associated processes and procedures;
- Optimise customer contact effectiveness, while maintaining inbound and outbound targets and service level achievements;
- Develop and implement information dashboards to support the monitoring of operational performance;
- Produce and analyse dashboards and reports, identifying trends and communicating findings to the management team

Key responsibilities
- Create daily outbound calling campaigns based on departmental collections and telemarketing strategies to optimise collection and “sales” performance;
- Continuously monitor all call centre inbound volumes and outbound campaigns to ensure optimal resource allocation throughout the day;
- Achieve desired penetration and contact rates on outbound campaigns, which are necessary to meet departmental targets;
- Communicate department results in scheduled dashboards and reports distributed on a regular basis to the management team and provide recommendations based on analysis performed;
- At a campaign level, provide daily analysis of inbound and outbound performance and service level reports;
- Assist all Operations Managers with resource planning for their respective areas to ensure that efficiency targets are met;
- Demonstrate a strong understanding of dialler metrics and functionality by producing ad hoc reports for further statistical analysis and communicate findings and/or recommendations to the leadership team;
- Communicate effectively with all levels of management and those responsible for dialler maintenance, specifically concerning technical issues and system performance concerns;
- Leverage dialler reports and collections call data to better analyse calling strategies, as well as identify concerns and recommend improvements to outbound dialling strategies;
- Proactively partner with all Call Centre Management and the Credit Risk Team to identify new calling and treatment strategies;
- Demonstrate a strong understanding of inbound/outbound goals and reporting as it relates to the dialler and ACD phone system;
- Liaise with third parties/dialler providers to maximise the understanding of dialler functionality and identify potential strategy enhancements;
- Deliver technical assistance to agents by troubleshooting system issues and providing ongoing maintenance updates;
- Coordinate all MIS activities;
- Work closely with process owners and coordinate the analysis, design, development and implementation of new operational reports, while tracking usability and fine tuning, as appropriate.

**Requirements**:

- 5 to 7 years working experience within a call centre environment, of which 2 to 3 years should be proven experience with managing operating dialler systems in an inbound and outbound environment;
- Extensive functional knowledge of outbound dialling systems and preferably Presence and Tableau Desktop technology;
- Operational experience with account segmentation, behavioural risk scoring and calling strategies;
- Proven experience in driving performance through enhancements to dialler processes and strategies;
- Strong analytical skills and the ability to demonstrate conceptual thinking;
- Strong communication and presentation skills.

**Job Types**: Full-time, Permanent

**Salary**: R40,000.00 - R50,000.00 per month

**Experience**:

- call centre environment: 5 years (required)
- managing operating dialler systems: 2 years (required)

Application Deadline: 2023/06/30


  • Dialler Manager

    6 days ago


    Cape Town, South Africa RMV Solutions Pty Ltd Full time

    We are looking for a hands-on self-starter with solid experience operating dialler systems to join our dynamic and fast paced call centre team. Key Responsibilities - Enable the optimal use of the Hosted Contact Centre (HCC) technology and dialer related resourcing; - Manage the HCC to enable effective execution of the credit risk driven collection...

  • Dialler Manager

    4 weeks ago


    Cape Town, South Africa RMV Solutions Pty Ltd Full time

    We are looking for a hands-on self-starter with solid experience operating dialler systems to join our dynamic and fast paced call centre team. Key Responsibilities - Enable the optimal use of the Hosted Contact Centre (HCC) technology and dialer related resourcing; - Manage the HCC to enable effective execution of the credit risk driven collection...


  • Cape Town, South Africa ICONAF Full time

    The Campaigns manager at IconAF is **responsible for,** maintaining all campaign schedules and ensuring the success of every campaign that is assigned to the branch that they are custodians of The responsibility of the campaign Manager is not exhaustive and may change from time to time as decided by Management. **Business Responsibility**: Ensure that all...


  • Cape Town, South Africa P3 People Full time

    **JOB SUMMARY** The Sales Agent at P3 People is **responsible for initializing and managing relationships with customers, serve** customers by selling products and meeting customer needs, converting leads to sales, planning and organizing daily tasks. **Responsibilities & Duties** The responsibility of the Sales Agent/Consultant is to convert leads to...


  • Cape Town, South Africa P3 People Full time

    **Job Title**: Australian energy sales campaign (Operational hours are anti-social hours) **Type of Employment**:Probation/ Permanent **Remuneration**: R 5,500 to R15,000 CTC per calendar month inclusive of bonuses Transport is will likely be provided to the office only at the start of the operational shift **JOB SUMMARY** The Sales Agent at P3 People...

  • Lead Generator

    4 weeks ago


    Cape Town, South Africa RMV Solutions Pty Ltd Full time

    **About the role** The purpose of this role is to create perspective clients by the way out outbound dialling the leads provided to the lead generator through our Telecoms systems. As a lead generator your task is to identify if the client qualifies for our debt relief solution and the lead is then passed to a Senior Sales advisors. This department falls...

  • Insurance Manager

    4 weeks ago


    Cape Town, South Africa Job Crystal Full time

    Job Title: Insurance Manager / Key Individual **Salary**: Market Related Area: Cape Town, WC An established FSP located in Cape Town CBD currently looking for a responsible, experienced, and innovative Key Individual. This exciting position will double as an Insurance Sales Manager to oversee the sales division, as well as assist in the insurance and...

  • Data Analyst

    7 days ago


    Cape Town, South Africa Alpha Konnect Full time

    **Job brief** Are you looking to join a dynamic, modern, and forward-thinking organization located in Cape Town. We are looking for a Data Analyst with a degree in data science. You will be managing, monitoring, and analyzing for a contact center and completing day-to-day data and dialler changes and reporting A data analyst tor will collaborate with...


  • Cape Town, South Africa Network Contracting Full time

    Understanding and experience of credit scores, bureau scores and segmentation analytics on consumer portfolios. - Provide Daily and monthly analytic support for Collections in collaboration with Data and Analytics function - Contribute positively toward effective monthly collections percentage by providing up-to-date analysis and reporting as well as...


  • Cape Town, South Africa P3 People Full time

    **Job brief** Are you looking to join a dynamic, modern, and forward-thinking organization with a focus on People with Passion and acting with Purpose? Want to work at a prime location within the V and A, Waterfront. We are looking for a Data Analyst with a degree in data science.. You will be managing, monitoring, and analyzing s for a contact center and...


  • Cape Town, South Africa National Debt Advisors Full time

    National Debt Advisors is one of the top debt counselling companies in the country. This is a testament to the service we give to clients and the quality of the people we employ. NDA is an equal opportunity employer, committed to fairness, diversity, and creating opportunities for our staff to grow and we are on the hunt for motivated Customer Service...

  • Lead Generator

    4 weeks ago


    Cape Town, South Africa RMV Solutions Pty Ltd Full time

    **About the role** The purpose of this role is to create perspective clients by the way out outbound dialling the leads provided to the lead generator through our Telecoms systems. As a lead generator your task is to identify if the client qualifies for our debt relief solution and the lead is then passed to a Senior Sales advisors. This department falls...

  • Collections Manager

    2 weeks ago


    Cape Town, South Africa Liquid Thought Full time

    THE MAIN PURPOSE OF THE ROLETo drive daily operations and collections within the Team and engage with External debt collectors, Management of accounts, soft trace process, reconciliations, compliance of Service level agreements and reporting. The candidate must have good and strong leadership skills.JOB REQUIREMENTSGrade 12Business Diploma /Degree or Credit...

  • Collections Agent

    4 weeks ago


    Cape Town, South Africa WNS Global Services Full time

    Job DescriptionWe are looking for high performance, target driven individuals, with exceptional communication skills. The main purpose of the role will be to speak to customers that have an outstanding balance and help them get out of debt and prevent them falling back into debt by ensuring right and sustainable actions are in place.Key responsibilities:As...


  • Cape Town, South Africa StaffCentral Consulting Full time

    **Job Duties/Responsibilities will include**: Actively seeks out IT trends that are in the market to keep relevant Maintaining strong internal cross-departmental relationships Prepare PC and system process documentation Design, develop, implement, and maintain IT support helpdesk structure to deliver a reliable, high-performance SLA. Ensure systems...

  • Sales Agent

    4 weeks ago


    Cape Town, South Africa Icon AF Full time

    **Job Title**: Sales Agent/ Consultant **JOB SUMMARY** The Sales Agent is **responsible for initiating and managing relationships with customers, serving** customers by selling products and meeting customer needs, converting leads to sales, and planning and organizing daily tasks. **Responsibilities & Duties** The responsibility of the Sales...