Dialer Operations Specialist

6 days ago


Johannesburg, Gauteng, South Africa CallForce Full time
About the Role

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.
Requirements
  • 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
Behavioral and Competency Requirements
  • 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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