Dialer Administrator

**Title**:
**Dialer Administrator - R25k/month - JHB (Diepsloot) - Perm - Start asap - Open to all**:
**Salary**:

- R25k/month

**Description**:

- Our client, one of SA\'s most established lead generation partners, is looking to employ a Dialer Administrator who will be responsible for daily management of the phone system, including but not limited to list management, creating and tracking adherence metrics, planning and scheduling of short and long-term staffing in the call center.
- Duties and responsibilities (include but are not limited to):

- Administration of daily campaigns
- Correct campaigns loaded as defined by management
- Optimise dialler attributes that are suitable to defined campaigns
- Monitor campaign results real time and make adjustments to improve efficiencies
- Optimize dialler pacing to achieve balance between idle and dropped calls

Agent monitoring
- Analyse dialler results real time for agents
- Set up various alerts to identify specific areas of concern
- Communicate anomalies with supervisors and agents
- Make recommendations on improvements or training requirements

Dialler reporting
- Reports to be generated daily on campaigns for previous days
- Supply daily reports to call centre management
- Note findings and recommend changes to current process
- Monitor and report on system codes
- Communicate any dialler issues with management and vendor

Customer
- Create and maintain productive relationships with internal and external clients by providing advice and assistance.
- Build a positive image by exceeding client expectations at all times
- Treat internal and external customers fairly at all times
- To manage and administer the dialler and telephony systems within the call centre to optimize call campaigns and Agent productivity
- Will be responsible to communicate an ongoing analysis with various support services such as QA and training department to optimize agent performance and output.

**Skills**:

- Excellent analytical skills
- Confident communicator both over the phone and in writing
- Understanding of company’s services and products.
- Enthusiastic approach - self managed. Self-motivated and results driven.
- Professional personal presentation.
- Ability to multi-task. Ability to work to deadlines and under pressure.
- Team Player.
- Commitment to personal learning.
- Dedication to quality and a sense of personal responsibility.
- Ability to organize and prioritise workload efficiently.
- Excellent spelling and grammar.
- Display an understanding and knowledge of the product and industry and target audience.
- Punctual and demonstrates integrity at all times

Minimum requirements:

- At least 1 year in a call-center environment
- Knowledge and experience in using a dialer system
- Intermediate-advanced proficiency level with excel
- Basic statistics knowledge- Must have 5+ years’ experience with any dialer telephony platform in a call center environment
- Literacy
- read and write English and at least 2 official languages
- Additional Skills: Business Communication skills, Analytical skills, Report writing skills, Troubleshooting and fault-finding skills, Leadership and or management skills
- Attributes: Ability to work independently and self-managed, Initiative, Integrity, responsibility and accountability, Ability to meet deadlines within time constraints, Ability to be effective in a pressurised environment.-
**Category**:

- Office

**General Requirements**:

- Minimum requirements:

- At least 1 year in a call-center environment
- Knowledge and experience in using a dialer system
- Intermediate-advanced proficiency level with excel
- Basic statistics knowledge- Must have 5+ years’ experience with any dialer telephony platform in a call center environment
- Literacy
- read and write English and at least 2 official languages
- Additional Skills: Business Communication skills, Analytical skills, Report writing skills, Troubleshooting and fault-finding skills, Leadership and or management skills
- Attributes: Ability to work independently and self-managed, Initiative, Integrity, responsibility and accountability, Ability to meet deadlines within time constraints, Ability to be effective in a pressurised environment.**Location**:

- Johannesburg

**Consultant**:
**Belinda McIntosh