Dialer and BI Manager

3 months ago

Durban, South Africa Consumer Links Full time

**Purpose of Role**

The purpose of the Data and Dialer Administrator is to enhance and improve the top-line business understanding and decision-making processes by collecting, analyzing, and reporting of data to the various business departments

**Duties and Responsibilities**
- Manage the dialer real time to ensure optimal agent productivity and data penetration as well as other key metrics not limited to connect rates, DMCs, failed calls etc.
- Work with external dialer providers to gain knowledge and best practice and upskill to the rest of the team.
- Work with the business stakeholders to increase data penetration levels, DMC conversions and agent productivity but also decreasing the data utilization.
- Meet dialing requirements for abandonment rates, answer machines detect, customer messaging etc. as set out by the business.
- Responsibility for preventing lost opportunity
- Actively monitoring the voice lines for performance degradation
- Day to Day Dialer Performance
- Monitoring Efficiency measurements (penetration, DMC, agent productivity)
- Monitoring and implementing a Dial strategy Dialer Issue
- Maximize data and dialer performance at a campaign level by prioritizing campaign jobs whilst maintaining compliance with legislation guidelines Through understanding of the business processes, be able to analyze the data and dialer requirements for the various campaigns
- Analysis of the data to set an optimal recycling rule based on campaign setup
- Ensure an effective lead loading process into the dialer that will be optimal for calling and control
- Reporting on lead usage Run Daily/Weekly/ Monthly reports Evaluate and tune dialer and/or campaign parameters where necessary in order to achieve the business outcomes
- Analysis of dialer/data outcomes and results as well as the implementation of changes and/or improvements based on results
- You must have the ability to create both standardized and custom reports, analyze the data within and report to the business department on the findings.
- Assist in the development of standardized tools, methodologies, and various business processes for the purpose of refining operational efficiency and identifying areas for improvement across business KPIs.
- Possess experience in all stages of project work (requirements, design, implementation, testing and deployment)
- Projects will range from small, distinct pieces of work to long term program engagements
- You will be expected to deliver quality work on your assigned projects
- Work with business stakeholders to determine their business information needs and determine the right approach for collecting & presenting data as well as which analytical tool is required.
- Assist with data collection and processing procedures considering the business requirements and data relationships.
- Collect, sort, filter, analyze data and interpret the results to look for patterns and determine if the findings answer the business questions and are accurate.
- Create written reports and/or data visualizations that business stakeholders can use to monitor metrics and make decisions.
- Initiate and drive continuous improvement of all performance reporting in order to better manage the business. Provide direction regarding patterns, trends, and market analysis to drive business decisions.

**Person Specification**
- Matric / Grade 12
- A relevant certificate or diploma is preferred
- Minimum of 3 years of experience as a Data/Dialer administrator in a Contact Centre is required
- Familiarity with reporting in sales, marketing, and other operational departments
- Experience in working with the following tools: Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI)
- Experience working on ViciDial Dialer
- Expert capability in Microsoft Excel
- Knowledge of business processes and functional area
- Possess experience in all stages of project work (requirements, design, implementation, testing and deployment)
- Experience in estimating solution development and delivering solutions against those estimates
- Strong written and oral communication
- Excellent analytical skills
- Strong organizational skills
- Comfortable in a fast-paced, ever-changing environment
- Strong interpersonal skills with the ability to build and maintain professional relationships
- Enjoys working independently as well as within a team environment
- Ability to coordinate and manage simultaneous data requests
- Problem solving and follow through
- Pragmatic and thorough
- Self-starter who takes ownership
- Outcomes orientated
- Adaptability and flexibility in deliverables
- Able to work under pressure
- Proven abilities to take initiative and be innovative

**Package and Renumeration**
- Market Related

**Ability to Commute**
- Mount Edgecombe, KwaZulu-Natal

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