Dialler Administrator

The Dialler Administrator will be responsible for ensuring there is a constant workflow for Contact Centre Operations by managing dialler queues, reports and reporting such results to internal stakeholders, while working closely with external stakeholders to address any technical concerns.

**Key Responsibilities**

**1. Dialler Optimization**
- Ensure that the Presence Dialler and Multi-Media services are operating optimally to support the business strategy
- Liaise with external IT service providers for fault resolution and new implementations
- Ensure that the dialler is aligned with the business requirements, monitor the performance to deliver the best results
- Be involved in and contribute to dialing strategy discussions
- Achieve dialler optimisation by actively monitoring the Dialler settings
- Inform changes to the dialler settings to bring about the best results identification and definition problems

**2. Implementing and executing effective operation support strategy**
- Document technical requirements with clarity to enable correct implementation of the required solution
- Campaign monitoring across operational area
- 100% adherence to operating standards
- Produce accurate reports and analysis on campaigns and agent results both the dialler and the internal system
- Analyse and interpret data to resolve and/or escalate potential concerns appropriately and timeously
- 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

**3. Communication**
- Communicate to all levels that are affected with production issues for the dialler
- 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 affectively and timeously to resolve the issues and log the call to the necessary parties

**Qualifications**
- Grade 12 (Matric) with post grad (advantageous)
- NQF 5 qualification in IT or in a similar field of studies (preferable)
- Applicants studying towards/completed a bachelor’s degree (advantageous)

**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
- Business Intelligence experience (advantageous)

**Functional Competencies**
- MS Word, MS Excel, MS Outlook, MS PowerPoint
- Knowledge of contact Centre systems and processes
- Systems knowledge of Captiv8, Presence, and Queue Metrics
- Excellent verbal and written communication skills

**Behavioural competencies**
- Collaboration
- Resilience
- Leadership
- Information gathering and problem analysis
- Planning and organizing
- Quality and detail orientation

**Pepkor Payments and Lending is committed to creating equal employment opportunities.