Dialler Administrator

2 months ago

Umhlanga, South Africa Dina Gates (Pty) Ltd on behalf of Finance Company Full time

We are recruiting for a Dialler administrator to manage and develop business campaigns through a blended dialler.

**KEY EXPERIENCE AND QUALIFICATIONS**:

- A minimum of 2 years’ experience in a Dialler Administrator role
- Database experience in working with MySQL, MSSQL etc
- Experience in LINUX, Microsoft BI Tools (SSIS/SSRS/SSAS/PowerBI) will be advantageous
- Intermediate to expert capabilities in Excel
- Matric/Grade 12

**SCOPE OF WORK**:

- Responsible for optimizing performance of the dialler to maximize sales opportunities
- Continually analyzing campaign and agent performance to identify opportunities to increase contact rates and subsequent sales
- Manage the dialler real time to ensure optimal agent productivity, data penetration and metrics such as connects, DMCs, failed calls, abandonment rates, answer machines detect, customer messaging etc.
- Work with outsource dialler providers to gain Best Practice and knowledge
- Increase in data penetration levels
- Increase in data to DMC conversions
- Increase in agent productivity and utilisation
- Responsible for preventing lost opportunities
- Line monitoring
- Dispo per Provider
- Cause value/ Dispo relationship
- Daily Dialler Performance Monitoring
- AMM detection efficiency
- DROP call rate
- Contribute to the development and implementation of the Dial strategy for each campaign
- Dialler Issue Management
- Routine dialler maintenance tasks such as system backups, deployment of necessary upgrades etc
- Work with various teams to see how best to 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 queues
- Understand the business processes to effectively support the campaign
- 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 data/dialler reports
- Evaluate, analyse, and tune dialler and /or campaign parameters, call dispositions to drive better understanding of the leads data and implement agreed changes based on results
- Contribute to the production of all required management information for all levels of Telesales management reporting requirements

**Salary**: R25,000.00 - R30,000.00 per month

Ability to commute/relocate:

- Umhlanga, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (required)

**Experience**:

- Dialler administration: 2 years (required)
- MySQL or MSSQL Database: 1 year (required)
- Excel: 1 year (required)

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