Dialler Manager

6 months ago

Southern Suburbs, South Africa MVIA Full time

Summary:
As the Dialler Manager, you will play a crucial role in ensuring the smooth and efficient operation of the sales environment, supporting a staff contingency of 80+. Your responsibilities will encompass both administrative and technical aspects, making you an integral part of our team.

You will play a key role in managing and developing business campaigns through the Connex One dialler. The Dialler Manager will be responsible for optimising the performance of the dialler to maximise sales opportunities, and continually analysing campaign and agent performance to identify opportunities to increase contact/connect rates and subsequent sales.

Duties & 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 detection, customer messaging etc.)
- Work with Connex One agents to gain Best Practices and knowledge
- Increase in data penetration levels- Increase in data to conversions
- Increase in agent productivity and utilisation
- Responsible for preventing lost opportunities
- Line Monitoring
- Daily Dialler Performance Monitoring
- AM 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
- 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:

- Users
- Campaigns
- Call results
- Recycle rules
- 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 a better understanding of the leads and implement agreed changes based on results
- Dialler availability (uptime)
- Data availability
- Reporting
- Thorough attention to detail, maintaining 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 Head of Marketing of inefficiencies as they are encountered and work toward continuous improvement of systems that best serve business

QUALIFICATIONS AND EXPERIENCE REQUIRED
- BSc. Computer Sciences or National Diploma in IT
- 3+ years’ experience in a Dialler Manager role in a contact/call centre (working with Connex One preferred)
- Database experience working with MySQL, MSSQL etc
- Intermediate to expert capabilities in Excel

BEHAVIOUR 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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