Dialler Manager

4 months ago

Cape Town, South Africa RMV Solutions Pty Ltd Full time

We are looking for a hands-on self-starter with solid experience operating dialler systems to join our dynamic and fast paced call centre team.

Key Responsibilities - Enable the optimal use of the Hosted Contact Centre (HCC) technology and dialer related resourcing;
- Manage the HCC to enable effective execution of the credit risk driven collection strategies;
- Monitor the performance of outbound collection and telemarketing strategies deployed, and on an ongoing basis, execute challenger strategies with associated processes and procedures;
- Optimise customer contact effectiveness, while maintaining inbound and outbound targets and service level achievements;
- Develop and implement information dashboards to support the monitoring of operational performance;
- Produce and analyse dashboards and reports, identifying trends and communicating findings to the management team

Key responsibilities
- Create daily outbound calling campaigns based on departmental collections and telemarketing strategies to optimise collection and “sales” performance;
- Continuously monitor all call centre inbound volumes and outbound campaigns to ensure optimal resource allocation throughout the day;
- Achieve desired penetration and contact rates on outbound campaigns, which are necessary to meet departmental targets;
- Communicate department results in scheduled dashboards and reports distributed on a regular basis to the management team and provide recommendations based on analysis performed;
- At a campaign level, provide daily analysis of inbound and outbound performance and service level reports;
- Assist all Operations Managers with resource planning for their respective areas to ensure that efficiency targets are met;
- Demonstrate a strong understanding of dialler metrics and functionality by producing ad hoc reports for further statistical analysis and communicate findings and/or recommendations to the leadership team;
- Communicate effectively with all levels of management and those responsible for dialler maintenance, specifically concerning technical issues and system performance concerns;
- Leverage dialler reports and collections call data to better analyse calling strategies, as well as identify concerns and recommend improvements to outbound dialling strategies;
- Proactively partner with all Call Centre Management and the Credit Risk Team to identify new calling and treatment strategies;
- Demonstrate a strong understanding of inbound/outbound goals and reporting as it relates to the dialler and ACD phone system;
- Liaise with third parties/dialler providers to maximise the understanding of dialler functionality and identify potential strategy enhancements;
- Deliver technical assistance to agents by troubleshooting system issues and providing ongoing maintenance updates;
- Coordinate all MIS activities;
- Work closely with process owners and coordinate the analysis, design, development and implementation of new operational reports, while tracking usability and fine tuning, as appropriate.

Qualifications and Experience - 5 to 7 years working experience within a call centre environment, of which 2 to 3 years should be proven experience with managing operating dialler systems in an inbound and outbound environment; Extensive functional knowledge of outbound dialling systems and preferably Presence and Tableau Desktop technology; Operational experience with account segmentation, behavioural risk scoring and calling strategies; Proven experience in driving performance through enhancements to dialler processes and strategies; Competencies - Strong analytical skills and the ability to demonstrate conceptual thinking; Strong communication and presentation skills.

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