Dialer Specialist

2 weeks ago

Johannesburg, South Africa i-Talk Financial Services Full time

I-talk Financial Services based in Randburg is looking for a Dialer Specialist to execute and manage dialer strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet performance targets and business goals.

**Basic requirements and experience**:

- Grade 12
- Proficient in MS Office
- Relevant Tertiary qualification (added advantage)
- Numerically orientated
- Advanced proficiency level with Microsoft Excel
- Basic statistics knowledge

**Knowledge and Skills**
- 3 years’ experience on previous dialer knowledge
- Vicidial experience advantageous
- Noble university an advantage

**Duties and Responsibilities**
- Keep dialer downtime to a minimum and ensure any issues are communicated to IT & management immediately.
- Manage dialer functionality including blended, inbound and outbound campaigns,
- Deliver effective dialing strategies to enhance the success of multiple outbound campaigns.
- Monitoring the team and agent performance through blended/dialer system and maintain maximum productivity with minimum idle time.
- Hourly performance reporting delivered to the operations teams
- Providing analysis to the operation manager and team leaders to help increase performance and productivity across the floor.
- Present, explain and gain support for changes to the dialer strategies or processes based on analysis.
- Analyse data files and best dialing times to keep the operation as productive as possible.
- Constant monitoring of agent activity to ensure maximum productivity is achieved.
- Pacing strategy utilized for campaigns where necessary.
- Maintenance of dialer templates and provision of these to the business where necessary.
- Proactive dialer feedback to team leaders to provide an accurate picture of dialer activity.
- Continually analyze campaign and agent performance to identify opportunities to increase contact rates and subsequent sales.
- Meet deadlines for reporting and that the reports are accurate and presented to highest standards.
- Manage stakeholder relationships with onsite and offsite team to ensure dialer is operating optimally.

**Negotiable**

**Job Types**: Full-time, Permanent

COVID-19 considerations:
COVID-19 considerations:
All employers required to be vaccinated proof of vaccination is required upon entry. Mask wearing is mandatory as per Covid regulations

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