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Telephony Operations Specialist

2 weeks ago

Durban, KwaZulu-Natal, South Africa Carlysle Talent Search - Centurion Full time

We are seeking a Telephony Operations Specialist to join our team at Carlysle Talent Search - Centurion.

The successful candidate will work in a fast-paced environment and play a key role in optimising telephony operations to drive business success.

Duties & Responsibilities
  1. Manage dialler real-time to ensure optimal agent productivity, data penetration and metrics such as connects, DMCs, failed calls, abandonment rates, answer machines detect, customer messaging etc.
  2. Collaborate with outsource dialler providers to share Best Practice and knowledge to enhance campaign performance.
  3. Contribute to the development and implementation of dial strategy for each campaign, manage dialler system, perform routine tasks like system backups, deployment of necessary upgrades etc.
  4. Analyse campaign and agent performance to identify opportunities to increase contact rates and subsequent sales.
  5. Monitor and report on lead usage, reset metrics where necessary, run Daily/Weekly/Monthly data/dialler reports, evaluate, analyse, and tune dialler and/or campaign parameters, call dispositions to drive better understanding of leads data and implement agreed changes based on results.
Requirements
  • Matriculation certificate.
  • 2 years' experience in a Dialler Administrator role.
  • Database management skills in MySQL, MSSQL etc.
  • Experience in Linux, Microsoft BI Tools (SSIS/SSRS/SSAS/PowerBI) will be advantageous.
  • Intermediate to expert capabilities in Excel.