Dialer Administrator

To manage all outbound and inbound administration functions on the telephony platform(Presence/Avaya)

**Enable the optimal use of the Hosted Contact Centre**
- Ensure that the Presence Dialler and Multi-Media services are operating optimally in order to support the business strategy
- Liaise with external IT service providers for fault resolution and new implementations.

**Monitor the performance of technology**
- Ensure that the dialler is aligned with the business requirements, monitor the performance in order to deliver the best results

**Support and implement strategy**
- Be involved in and contribute to dialling strategy discussions.
- Achieve dialler optimisation by actively monitoring the dialler settings
- Informed changes to the dialler settings to bring about the best results

**Implement and execute effective operation support (S&S, Collections, DR, Recoveries & Fraud)**
- Campaign monitoring across contact centre, i.e. Collections, Sales & Services, Debt Review, Recoveries and Fraud
- 100% adherence to operating standards
- Produce accurate reports and analysis on campaigns and agent results both the Dialler and the CRM system
- Analyse and interpret data to resolve and/or escalate potential concerns appropriately
- Planning of monthly dialler campaigns according to capacity and number of accounts in-line with collections strategies
- Processing information and generating knowledgeable communication
- Daily, weekly, monthly feedback reports on agent, campaign and overall centre performance
- Technical assistance to the business

**Communication**
- Communicate to all levels that are affected with production issues for the dialler and related software.
- Communicate effectively with all levels of management and those responsible for dialler maintenance, specifically concerning technical issues and system performance concerns
- Any technical issues to Communicate effectively and timeously to resolve the issues and log the call to the necessary parties

**Experience**
- Minimum of 3 years’ dialler administrator experience (inbound & outbound), preferably working with Presence Suite.
- Minimum of 3 years’ experience in a Retail Financial Services environment with background in Collection and Sales processes
- Minimum of 3 years’ experience in the interpretation of call centre analytics
- BI experience advantageous.

**Qualification**
- Grade 12 with post grad advantageous
- NQF LEVEL 5 qualification in information technology or in a similar field of studies (preferable)
- Applicants studying towards a qualification in IT will be an added advantage

**Functional Knowledge & Skills**
- Software: MS Word, MS Excel, MS Outlook, MS PowerPoint, Tableau
- Knowledge of contact centre systems and processes
- Systems knowledge of Presence, Queue Metrics, and call centre CRM
- Excellent communication skills (written and verbal)