Description
\nJob Purpose\u00a0<\/p>\n
\tExecute and manage dialler strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet performance targets and business goals.<\/p>\n
Key Performance Areas<\/p>\n
\tKeep dialer downtime to a minimum and ensure any issues are communicated to IT & management immediately.
\n\tManage dialer functionality including blended, inbound and outbound campaigns,
\n\tDeliver effective dialing strategies to enhance the success of multiple outbound campaigns.
\n\tMonitoring the team and agent performance through blended\/dialer system and maintain maximum productivity with minimum idle time.
\n\tHourly performance reporting delivered to the operations teams
\n\tProviding analysis to the operation manager and team leaders to help increase performance and productivity across the floor.
\n\tPresent, explain and gain support for changes to the dialer strategies or processes based on analysis.
\n\tAnalyse data files and best dialing times to keep the operation as productive as possible.
\n\tConstant monitoring of agent activity to ensure maximum productivity is achieved.
\n\tPacing strategy utilized for campaigns where necessary.
\n\tMaintenance of dialer templates and provision of these to the business where necessary.
\n\tProactive dialer feedback to team leaders to provide an accurate picture of dialer activity.
\n\tContinually analyze campaign and agent performance to identify opportunities to increase contact rates and subsequent sales.
\n\tMeet deadlines for reporting and that the reports are accurate and presented to highest standards.
\n\tManage stakeholder relationships with onsite and offsite team to ensure dialer is operating optimally<\/p>\n
Requirements<\/p>\n
Technical Competencies<\/p>\n
\tAbility to oversee the dialing strategy framework and provide thorough feedback.
\n\tAbility to provide Industry\/best practice insights into dialing strategy to facilitate Group performance objectives.
\n\tThe ability to provide insights into campaign strategy
\n\tAbility to champion challenge dialer practices to optimize penetration and conversion outcomes.
\n\tTechnology insights to achieve team objectives
\n\tGood tactical insights into Dialer and Campaign Management frameworks to facilitate operational execution
\n\tGood understanding of productivity and capacity management outcomes
\n\tExcellent verbal and written communication skills
\n\tStakeholder engagement (internal and external)
\n\tMicrosoft office, especially Excel
\n\tStatistics knowledge and ability to comprehend and analyze dialer-output data
\n\tStrong analytical skills required, including an extensive understanding of how to interpret department business needs and translate them into operational requirements.\u00a0
\n\tNumerically orientated<\/p>\n
Behavioural Competencies<\/p>\n
\tBusiness Acumen [ability to make sound decisions]
\n\tAnalytical
\n\tResults and deadline driven
\n\tResilience
\n\tTeamwork
\n\tCollaboration\u00a0
\n\tProblem solver
\n\tInterpersonal skills
\n\tSelf-Starter (can work independently)<\/p>\n
Education<\/p>\n
\tGrade 12
\n\tRelevant Tertiary qualification (added advantage)<\/p>\n
Experience<\/p>\n
\t3 years\u2019 experience on previous dialer knowledge\u00a0
\n\tVicidial experience advantageous
\n\tData analytics (SQL Knowledge is advantageous)<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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