Creating purposeful careers as we build the future of contact centre solutionsBuild, monitor and maintain all outbound activity call sloping strategies. Design, monitor and manage weekly activity campaign schedules. Produce real-time performance and productivity data to support the operational management team, focusing on strong performance, quality and compliance standards. Improve the top-line business decision-making processes by collecting, analysing, and reporting of data on the various campaignsDUTIES AND RESPONSIBILITIESEnsure dialer execution is aligned to all business unit KPI'sAutomate data loading within the dialer.Drive innovation and strategy in the current dialer platform.Real time analysis & monitoring of dialer campaigns to ensure compliance and adherence to set KPI'sReal time Management of the dialer to ensure optimal agent productivity.Identify and communicate any data anomalies or agent behavior issues to Senior Operations Team in real time.Dialer Incident ManagementRegular maintenance of the dialer.Understanding of client requirements and ensuring the correct Dialer strategy is implementedMonitor, analyse & report on the dialer requirements across the various campaignsRegular Reporting and updates on lead usage at agent level.Drive dialer metrics (Answer Rate/ RPC Rate) to influence conversion to sales.Analysis of dialer outputs and results as well as the implementation of changes and improvements.Create reports that business can use to monitor metrics and make decisions.Analyse Dialer data and share opportunities for improvement.Develop and manage strategy to run outbound campaigns, ensuring the saturation and penetration targets are achievedCollaborate with internal and external partners to maximize achievement of business goalsQUALIFICATIONS AND EXPERIENCE REQUIREDMatric / Grade 12A relevant certificate or diploma is preferredMinimum of 3 - 5 years of experience as a Dialer administrator in a Contact Centre is requiredFamiliarity 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)Expert capability in Microsoft ExcelKnowledge of business processes and functional areaExperience in estimating solution development and delivering solutions against those estimatesBEHAVIOURAL AND COMPETENCY REQUIREDStrong interpersonal skills with the ability to build and maintain professional relationshipsExcellent analytical skillsStrong written and oral communicationAbility to work in a fast-paced industry and handle pressure well.Ability to coordinate and multitask.Problem solving and follow throughAnalytical ThinkerTakes ownership & accountability.Results-orientated & perseveranceResilient and adaptability to changeStructured & process drivenInnovative and creativeSkills Analytics Communication Creative Microsoft SQL
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