We are currently recruiting for a Specialist Dialer Administrator to join our team based in Sandton, Johannesburg. The roles focuses on assuming full responsibility for the effective functioning of the dialer in the contact centre environment.

Education (Essential)

• A Matric certificate or Equivalent NQF level 4 qualification.
• Interaction Dialer Certified Engineer (IDCE) certification
• A tertiary education would be advantageous

Experience

• Intermediate-advanced proficiency level with Excel
• Basic statistics knowledge
• SQL
• SSRS
• SSAS
• SSIS
• A minimum of 3 years work experience in an admin or MI environment
• A minimum of 3 years working with outbound Dialer (predictive, precise, preview and power dialling)
• A minimum of 3 years working as a dialer administrator
• Understanding of basic call centre metrics
• Understanding of system integration i.e., Telephony and Dialer

Responsibilities

• Strategize, execute, and manage dialer strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet established business goals and client scorecard parameters.
• Liaise with stakeholders in order to maintain a fully functional, high up-time, dialer.
• Manage the dialer functions – manage the outbound campaigns and data sets to show effective campaign planning and data loading, into applicable applications for speedy customer contact.
• Configure Dialer to respond to events dynamically.
• Maximise dialer productivity by red-flagging and managing dialer misalignment.
• Avoid negative impacts on sales through “early-warning” interventions.
• Conduct root-cause analyses when information changes or when faced with inaccuracies.
• Draw real-time and historical reports as and when required.
• Evaluate dialer performance and make recommendations for the success of each campaign.
• Identify dialer trends and provide recommendation to optimise Dialer performance.
• Implement a comprehensive dialling strategy based on analytics which encompasses power/precise and predictive dialing campaigns.
• Optimize daily performance on the Dialer and CCA to ensure appropriate workforce levels are in place to meet and exceed the necessary outbound call/contact volume.
• Responsible for day-to-day administration and monitoring of the dialer system including design, build and maintenance of campaigns, data sets, filters, reports, and data strategies.
• Manage dialer performance metrics to world class standards including service levels, occupancy, and call routing to ensure KPI's are surpassed.
• Ensure that all Dialer processes are documented and updated when changes are made.
• Ensure that the right change control process is followed.
• Conduct audits on Dialer campaigns and ensure that all settings are relevant and accurate.
• Recommend and move sales agents onto alternative campaigns when needed for maximum productivity.
• Work closely with the IT department on dialer/telephony infrastructure which includes trunk and line pooling and other projects to enhance calling strategies.

What we offer

• Permanent employment
• A competitive salary
• Access to medical aid and provident fund
• Continuous learning and training
• Hybrid working opportunities