Dialer Specialist

**Job Purpose**

Execute and manage dialler strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet performance targets and business goals.

**Key Performance Areas**
- 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

**Technical Competencies**
- Ability to oversee the dialing strategy framework and provide thorough feedback.
- Ability to provide Industry/best practice insights into dialing strategy to facilitate Group performance objectives.
- The ability to provide insights into campaign strategy
- Ability to champion challenge dialer practices to optimize penetration and conversion outcomes.
- Technology insights to achieve team objectives
- Good tactical insights into Dialer and Campaign Management frameworks to facilitate operational execution
- Good understanding of productivity and capacity management outcomes
- Excellent verbal and written communication skills
- Stakeholder engagement (internal and external)
- Microsoft office, especially Excel
- Statistics knowledge and ability to comprehend and analyze dialer-output data
- Strong analytical skills required, including an extensive understanding of how to interpret department business needs and translate them into operational requirements.
- Numerically orientated

**Behavioural Competencies**
- Business Acumen [ability to make sound decisions]
- Analytical
- Results and deadline driven
- Resilience
- Teamwork
- Collaboration
- Problem solver
- Interpersonal skills
- Self-Starter (can work independently)

**Education**
- Grade 12
- Relevant Tertiary qualification (added advantage)

**Experience**
- 3 years’ experience on previous dialer knowledge
- Vicidial experience advantageous
- Data analytics (SQL Knowledge is advantageous)