Junior Dialler Administrator

3 months ago

Southern Suburbs, South Africa Homechoice Full time

homechoice is a leading South African homeware retailer. For over 35 years we’ve helped our customers create beautiful homes they love with an innovative range of quality products they can afford.

The Dialler Administrator plays a critical role in managing the Dialler system, ensuring compliance, producing MI reports, and optimizing call center performance. This role requires a combination of technical expertise, analytical skills, and a strong commitment to meeting regulatory requirements and SLAs. The Dialler Administrator must also be adaptable and able to make real-time decisions to optimize campaign performance and agent productivity.

**What you will love doing in this role**
- Build Dialler Campaigns and Filters_
- Load and process dialler files onto the diallers
- Develop and configure Dialler campaigns based on specific objectives, such as outbound sales or collections.
- Create filters to segment contact lists for targeted dialling, considering factors like customer demographics and preferences.
- Monitor Dialler Campaigns_
- Continuously monitor the performance of Dialler campaigns throughout the day to ensure they are on track to meet targets.
- Adjust campaign settings in real-time to optimize dialling strategy based on performance data.
- Monitor Agent Performance_
- Keep a close eye on agent performance within the Dialler system, including call handling times, call dispositions, and adherence to scripts and compliance standards.
- Compile Management Information (MI)_
- Gather and compile MI reports that include key performance metrics and insights from Dialler campaigns. These reports may be used internally and shared with external stakeholders.
- Recommend Dialling Strategy_
- Utilize data from Dialler operations to provide recommendations for optimizing the Dialling strategy. This may include adjusting call pacing, retry logic, or contact list priorities.
- Review Agent Adherence_
- Assess agent adherence to schedules and agreed-upon SLAs (Service Level Agreements). Address any deviations to maximize agent productivity.
- Process Improvement_
- Document existing processes and procedures related to Dialler operations.
- Continually review and analyse these processes to identify areas for improvement and recommend enhancements.
- Build Relationships_
- Establish and nurture relationships with both internal teams (e.g., agents, supervisors) and external stakeholders (e.g., clients, vendors) to facilitate effective communication and collaboration.
- Audit and Quality Control_
- Conduct regular audit and quality control checks across all Dialler-related processes to ensure compliance with regulations and quality standards.
- Compliance_
- Ensure that all tasks related to Dialler operations are carried out in strict compliance with legal and company regulations, especially regarding data protection and privacy.

**What you'll need to do this role**
- South African Matric / Grade 12 (required)
- Data manipulation skills using Excel and other IT packages.
- Experience working as a Dialer Administrator /Dialler Operator within a call centre environment.
- Great compliance adherence
- Must have a solid and extensive understanding of POPIA.
- Must have strong interpersonal skills and the ability to nurture strong working relationships with peers and stakeholders.
- Foster a collaborative approach and have a keen eye for detail

**Skills and Abilities**
- Proactive - demonstrate experience of working positively in partnership with colleagues internally to drive strong performance.
- Know your numbers - A Strong understanding of contact centre metrics and how these are used to review performance to achieve the right results.
- Self-awareness - of your own strengths and development needs.
- Initiative - you use it and can work independently by exercising good judgment with sometimes limited direction.
- Communication is key - you’re able to understand and communicate difficult messages in a clear, positive, and constructive manner.
- Adaptable with the ability to respond positively to working within a pressurized environment.

**Knowledge and Competencies**
- A strong can-do attitude and an energetic positive approach.
- Strong desire and initiative to develop self.
- Passionate about your role at work
- Committed to serving the customer.
- Able to present information in different ways to enhance understanding.
- Consistently behaves with integrity.
- Actively works with colleagues and departments to resolve queries.
- Managing work and time to meet the required deadlines.
- High attention to detail and accuracy.
- Proactive and operates with a sense of urgency.
- Consistently hits all performance targets.
- Ability to work alone and in a team.
- Excellent communication skills.

**Behaviours we love**
- Wow my **customer**
- Walk in my customers’ shoes
- Deliver on my promises
- Deliver insight-led solutions my customers need
- Treat the business as?**my own**
- Take accountability
- Be curious, c

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