Dialler Specialist

SUMMARY:
Your primary role will be to ensure that the Presence Dialler system is optimally utilized within the respective Group Operations Divisions.

POSITION INFO:

Overview:

Your primary role will be to ensure that the Presence Dialler system is optimally utilized within the respective Group Operations Divisions. This will entail creating, coordinating and maintaining dialler strategies to support Customer Operations and Collections.

 

 

Responsibilities

• Align dialler campaigns to business processes and requirements
• Align dialler campaigns to existing customer management processes
• Regular post-implementation reviews of campaigns and with change proposals where necessary 
• Identify Call Blending Management opportunities
• Ensure that Dialler processes are documented and are up to date with latest Dialler activities
• Analyse reports by interpreting results and making recommendations to enhance the results achieved
• Focus on phone strategies, Presence dialler strategies, campaign prioritisation and algorithms
• Ensure that activity log is maintained by Dialler administrators and report on specific anomalies or successes.
• Support other projects if and when required by your manager or by the business

 

 

Qualification, Experience and Skills

• Senior Certificate/Grade 12
• 3 to 5+ years’ experience within the Presence dialler environment
• Scenario based capacity planning - outbound
• Tableau and SQL report writing would be advantageous
• Diploma or certificate in Statistics and or workforce planning would be advantageous
• Good understanding of the importance of an ever improving ratio aimed at reducing the cost of doing business while at the same time increasing the output of the contact centre environment
• Deciding on and then initiating action
• Persuading and influencing
• Ability to analyse numerical and business data

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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