Dialler Manager

The Role:
**DIALLER MANAGER**

**LOCATION - JOHANNESBURG**

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**JOB PURPOSE**

Reports to the Head of Call Centre Operations. The dialler manager will be integral to the success of the call centre team by providing performance analysis, executing the dialing strategy and communicating with the Head of Call Centre Operations and Call Centre Managers to effectively manage performance and client expectations. In addition to his/her dialler operations skillset, they will work to develop a workforce management skillset that will include scheduling, forecasting, attrition management, capacity planning etc.

**DUTIES and RESPONSIBILITIES**

Â- Work with supplier of our dialler software to ensure complete optimisation of dialler function as well as best use of data provided.

Â- Deliver effective dialing strategies to enhance the success of multiple outbound campaigns

Â- To provide accurate dialler analysis and MI, making recommendations for optimizing KPIs and enhancing campaign success

Â- Ensure that this MI is accurate and timely - and is understood by all stakeholders

Â- Advising senior management on best strategies to maximize use of the dialler and lists available

Â- Liaise with colleagues in IT and BI to ensure correct selection of key data and creation of dialing lists for outbound campaigns

Â- Analyze the quality and quantity of data available to us across campaigns, planning monthly calling patterns appropriately

Â- To deliver effective dialing strategies to enhance the success of multiple outbound campaigns

Â- Optimize resource and KPI achievement through monitoring and managing real-time adherence

Â- To drive increased recovery levels and productivity through use of the dialler system and associated tools and software

Â- Identify possible needs for improvement in processes, learning and systems and refer them to senior management

Â- Be the key contact and liaison point for the supplier of our dialler technology.

Â- Build professional relationships with peers, colleagues and internal customers across the entire business to deliver and exceed targets - both personal and team

Skills and Experience:
**ESSENTIAL REQUIREMENTS OF THE POST**

Grade 12 or equivalent

Experience 1-2 years outbound experience in a Call Centre

3-4 yearsâ?? experience on Dialler

Call Centre processes and procedures, customer service protocol

Must have a blend of onshoring and offshoring dialer management experience

Knowledge and experience on UK US contact centre businesses

Must have onshoring experience in Telco, Banking, Financial Services and Insurance (BFSI)

**Specialized** Training / Skills /Knowledge**

Strong SQL Excel skills

Professional Certification an added advantage

Personal Characteristics / Abilities / Critical Success factors

Â- Demonstrate high standards of personal performance

Â- Demonstrate the ability to change focus quickly to support the needs of the business - including covering for other roles where required - displaying energy and commitment

Â- Teamwork: Displays objectivity and openness; gives and welcomes feedback

Â- Analytical: Synthesizes complex or diverse information; Designs workflows and procedures

Â- Problem solving: Identifies and resolves problems in a timely manner

Â- Leadership: Inspires and motivates and effectively influences action in others

Â- Quality: Demonstrates accuracy and thoroughness

Â- Judgement: Displays willingness to make decisions

Â- Planning and organizing: Prioritizes and plans work activities

Â- Dependability: Completes tasks on time and or notifies appropriate person with an alternative plan

Â- Multi-task: Ability to manage multiple projects, activities and tasks simultaneously

Â- Ability to inspire co-workers to attain goals and pursue excellence

Â- Excellent communication skills

Â- Accountability