Dialer Administrator

Dialler Administrators work to help ensure company call centres run as effectively and efficiently as possible.

They help manage the company's dialer systems, which routes outbound and inbound calls for agents, freeing them up to do the best at their jobs.

**Duties & Responsibilities**

**Position Description**

**Client Responsible for the effective management of multiple dialer platforms including but not limited to Noble Systems, AMCAT and Genesis**:
DA must be multiskilled and able to work on multiple dialer platforms, as dialers systems operate under different technologies.
DA are responsible for moves based on licensing limitations per dialler systems, client requests or business requirements, that may change from the original spec. Clients generally add more detail to their build as the Campaign grows, their needs and requirements change. Moves are also completed based on running costs: licenses, hardware and telephony

**Responsible for data management using advanced Excel and Microsoft SQL Server skills to manipulate client data into usable formats.**

Data is purchased in a readable format but not in a dialler usable format
Dialler requires files to be loaded in a specific format which the DA formats/cleans up accordingly, for example cleaning up the format of customer contact numbers
DA then imports and maps out files and fields into the relevant dialer

**Create, update and manage dialing campaigns, dialing filters & list strategies across all campaigns and geographies**

DA assists in building a Campaign
Set up configurations in the back end: dialing rules, recycle rules, allocating lines and deleting data
Create access control settings, creating user access control, building a script with all necessary client capturing requirements

**Responsible for monitoring all Dialler’s, across all geographies for any potential problems that will lead to loss of productivity**

Monitor and manage campaign dialler up-time
Monitor data volumes and adjust dialling rules accordingly. Feedback to Ops and/or client regarding data volumes. Ensure new datafile is received and imported before data runs out on old file/s
Monitor and raise agent behaviours which can impact dialling/productivity negatively.
Identify telephony issues and escalate with relevant telephony provider. Feedback to the business regarding these issues with details of fault and the level of impact to the campaign/business. Follow up with relevant provider to ensure a quick resolution.
Monitor data performance and amend dialling strategy based on analytics of the current dataset.
Monitor campaigns for any dialler related issues which can impact a user and/or campaign. DA will liaise with local IT tech to assist and resolve user issues. If an entire campaign or multiple campaigns affected, then the DA will escalate to the dialler management team including the Dialler technical managers.
Fault reporting with third party providers. Ensuring fault is escalated and resolved in a timeous manner. Provide feedback to the operations, IT helpdesk and dialler management team.
**Manage and adjust the performance of dialer platforms 24/7 across the UK, SA & AUS geographies**

Manage campaign wait times between calls. Keep it to a minimum. Keep campaign productivity as high as possible with the given data.
Adjust data filters and calling lists in accordance with dialling strategies.
Analyse historic and current hourly productivity contact rates, data conversions, dataset performance.

**To work effectively with Operations Managers across all campaigns to maximize each performance and mitigate any potential operational risks.**

Identify issues at agent level and raise with Ops. Agent behaviour that could be negatively affecting campaign performance
Identify datasets that are not converting at the required conversion rates and raise with Ops if this is client supplied data.
Update Ops on data counts and estimate when the campaign would run out of data. This way we can ensure the next dataset is supplied before we run out.
If the campaign has multiple projects within it, the DA can recommend head counts per project based on the limited data volumes per project.

**Build and assist with dialer related queries and ad hoc. reports by Operational Management**

Reporting - hourly/daily campaign performance stats
Custom once off reports/extracts as & when requested
Calling list changes
Assist in locating call recordings that cannot be found by QA
New dialler logins for new starters - agents/TM etc
Agent dialler account password resets
Troubleshoot and assist agents having issues logging into dialler
Update agent scripting when requested. Either wording changes or even add in additional capture fields. Sometimes a completely new version of the script.

**Document dialler activityCreation
unning of dialler related reports via SQL queries**

DA must have studied and/or worked on SQL to be able to handle queries and create reports.
All dialler stats and information