Dialer Operations Specialist
6 days ago
We are seeking a highly skilled Dialer Operations Specialist to join our team at CallForce. As a key member of our operations team, you will be responsible for building, monitoring, and maintaining our outbound activity call sloping strategies.
Key Responsibilities- Design, monitor, and manage weekly activity campaign schedules to ensure optimal agent productivity and compliance with business unit KPIs.
- Produce real-time performance and productivity data to support the operational management team, focusing on strong performance, quality, and compliance standards.
- Improve top-line business decision-making processes by collecting, analyzing, and reporting data on various campaigns.
- Ensure dialer execution is aligned with business unit KPIs and automate data loading within the dialer.
- Drive innovation and strategy in the current dialer platform to improve efficiency and effectiveness.
- Monitor and analyze dialer campaigns in real-time to ensure compliance and adherence to set KPIs.
- Manage the dialer to ensure optimal agent productivity and identify and communicate any data anomalies or agent behavior issues to the Senior Operations Team in real-time.
- Perform regular maintenance of the dialer and understand client requirements to ensure the correct dialer strategy is implemented.
- Monitor, analyze, and report on dialer requirements across various campaigns and drive dialer metrics (Answer Rate/RPC Rate) to influence conversion to sales.
- Analyze dialer outputs and results, implement changes and improvements, and create reports that business can use to monitor metrics and make decisions.
- Analyze dialer data and share opportunities for improvement and develop and manage strategy to run outbound campaigns, ensuring saturation and penetration targets are achieved.
- Collaborate with internal and external partners to maximize achievement of business goals.
- Matric/Grade 12
- A relevant certificate or diploma is preferred
- Minimum of 3-5 years of experience as a Dialer administrator in a Contact Center is required
- Familiarity with reporting to a sales and service Operations
- 2-3 years' experience working as a Dialer administrator in a sales Outbound Contact Center
- Experience in working with Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI)
- Experience in working MySQL
- Expert capability in Microsoft Excel
- Knowledge of business processes and functional area
- Experience in estimating solution development and delivering solutions against those estimates
- Strong interpersonal skills with the ability to build and maintain professional relationships
- Excellent analytical skills
- Strong written and oral communication
- Ability to work in a fast-paced industry and handle pressure well
- Ability to coordinate and multitask
- Problem-solving and follow-through
- Analytical Thinker
- Takes ownership & accountability
- Results-orientated & perseverance
- Resilient and adaptability to change
- Structured & process driven
- Innovative and creative
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