CALLING ALL Contact Centre DIALLER ADMINISTRATORSReference: DBN000803-AD-1Our client is looking for a Dialler Administrator to form part of their forward-thinking and visionary IT department in Constantia Kloof, Roodepoort. You will be situated in a bright, arty and busy environment and be part of a successful team.As the IT & Dialler Administrator, you will play a crucial role in ensuring the smooth and efficient operation of our office environment, supporting a staff contingency of 60+ individuals. Your responsibilities will encompass both administrative and technical aspects, making you an integral part of our team. You will manage and develop business campaigns through a blended dialler, optimise performance to maximise sales opportunities, and continually analyse campaign and agent performance to identify opportunities for improvement.Duties & ResponsibilitiesJOB RESPONSIBILITIES:Manage the dialler real time to ensure optimal agent productivity, data penetration, and metrics such as connects, DMCs, failed calls, abandonment rates, etc.Work with outsource dialler/providers to gain Best Practice and knowledge.Contribute to the design and implementation of a long-term operating model for Dialler/Data area.Increase data penetration levels and DMC conversions.Responsible for preventing lost opportunities and monitoring daily Dialler performance.Contribute to the development and implementation of the dial strategy for each campaign.Manage dialler operational tasks such as creating, updating, and deleting users, campaigns, call results, and rules.Evaluate, analyse, and tune dialler and/or campaign parameters to drive better understanding of leads.Manage and troubleshoot computer hardware and software issues for employees.Train employees on basic IT procedures and software usage.Conduct routine and ad-hoc stock takes of IT hardware, software, and related equipment.MINIMUM QUALIFICATIONS AND EXPERIENCESMatric+3 years' experience working with ViciDial or similar dialler applications (e.g., Real Connect, Touchstar, Genesys)Database experience working with MySQL, MSSQLIntermediate to expert capabilities in ExcelExperience in the following tools will be advantageous:LinuxMicrosoft BI tools (SSIS/SSRS/SSAS/PowerBI)Python/RBEHAVIOURAL AND COMPETENCIES REQUIREDProfessionalLogicalAnalyticalStrong written and oral communication skillsStrong interpersonal skillsOutcomes-orientedAdaptability and flexibility in deliverablesAbility to work under pressurePackage & RemunerationMonthly
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