MiWay is a direct financial services company. We are passionate about service excellence, convenience, and offering our clients superior value products. Our Vision is to be a world-class direct financial services business that offers a complete array of services under one convenient umbrella – all managed online. We are positive that with the right people on board, we will continue to grow and give our clients the freedom to do things their way – free from worry and most importantly at peace with all the "what-ifs" of the world. Company values that every employee subscribes to are: Energy, Freedom, Accountability, and Attitude. The ideal candidate is one who has the courage to be bold and subscribes to MiWay's core values! Do you have a positive attitude, love a challenge, treat your colleagues with respect and look for solutions, not problems? If yes, then MiWay is the place for you!
Minimum Qualifications:
• Bachelor's degree in Business, Information Technology, or a related field.
• Minimum of 3-5 years of experience in dialer management.
Deliverables include, but will not be limited to:Dialer Management:
• Oversee the daily operation and configuration of the dialer system to maximize campaign efficiency.
• Manage dialer settings, including pacing, lead prioritization, and call dispositions.
• Ensure compliance with dialing regulations and internal policies.
• Troubleshoot and resolve dialer-related issues promptly.
• Work closely with IT and vendors to ensure optimal dialer performance and system upgrades.
Campaign Management:
• Monitor and analyze campaign performance, including connect rates, conversion rates, and agent productivity.
• Design, implement, and adjust campaign strategies based on real-time data and outcomes.
• Collaborate with stakeholders to define campaign objectives and performance targets.
Agent Performance Monitoring:
• Track agent-level performance metrics, including call volume, talk time, idle time, and conversion rates.
• Provide regular feedback and performance reports to team leads and agents.
• Identify trends and opportunities for training and development to improve agent efficiency.
Reporting & Data Analysis:
• Create and distribute detailed reports on dialer performance, campaign outcomes, and agent KPIs.
• Use data analysis to recommend strategies for improving overall performance.
• Ensure accurate and timely reporting for all relevant stakeholders.
Strategy and Continuous Improvement:
• Analyze call center operations and develop strategies to enhance performance and productivity.
• Implement optimization techniques to improve key metrics such as customer contact rates, sales conversion rates, and operational efficiency.
• Stay up to date on industry trends and best practices for dialer and campaign management.
Required Skills:
• Proficiency with dialer systems (e.g., Aspect, Five9, Genesys, etc.).
• Advanced skills in Microsoft Excel or data analysis software.
• Familiarity with CRM systems and data integration.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple tasks.
Knowledge and Skills:• Drive leads and service targets
• Coaching, quality, and compliance
• Reporting and communication
• Management of employees
Personal Attributes:• Decision quality - Contributing independently
• Interpersonal savvy - Contributing independently
• Plans and aligns - Contributing independently
• Directs work - Contributing independently
Build a successful career with us:We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development, and achieving great things. We pride ourselves on helping our employees realize their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.
Core Competencies:• Cultivates innovation - Contributing independently
• Customer focus - Contributing independently
• Drives results - Contributing independently
• Collaborates - Contributing independently
• Being resilient - Contributing independently
Turnaround time:The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. Deadline to apply: 26 September 2024.
Our commitment to transformation:At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.
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