SUMMARY:
-
POSITION INFO:
A leading digital bank in South Africa is seeking a Predictive Dialer Analyst to join the team on a 6-month contract in Sandton. Must be available immediately to start with our client.
Must have a clear credit and clear criminal record.
- Key Performance Areas
- Keep dialer downtime to a minimum and ensure all 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 maintaining maximum productivity with minimum idle time.
- Hourly performance reporting delivered to the operations teams
- Providing analysis proactive and current 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.
- Analyze 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.
- Maintenance of dialer templates and provision of these to the business where necessary.
- 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 and 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 translating them into operational requirements.
- Numerically orientated
- Ensure Compliance and Quality Assurance adherence to industry regulations and company policies regarding customer interactions.
- Behavioral 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
- Experience
- 3 years’ experience on previous dialer knowledge
- Data analytics (SQL Knowledge is advantageous)
- Proficient in MS Office (Excel – advanced)
- Minimum of 3 years of experience in a call centre environment, with at least 1 year in a dialer management role (Preferred).
- Experience in call centre analysis.
- Ability to compile information and prepare reports that are easily translatable for client delivery
- Basic knowledge of digital marketing tools and platforms (e.g. Genesyscloud, campaign management & Dialer management)
