Dialler Manager

Purpose:

The purpose of the Data and Dialler Administrator is to enhance and improve the top-line business understanding and decision-making processes by collecting, analysing, and reporting of data to the various business departments

Duties and responsibilities:

• Manage the dialler real time to ensure optimal agent productivity and data penetration as well as other key metrics not limited to connect rates, DMCs, failed calls etc.
• Work with external dialler providers to gain knowledge and best practice and upskill to the rest of the team.
• Work with the business stakeholders to increase data penetration levels, DMC conversions and agent productivity but also decreasing the data utilisation.
• Meet dialling requirements for abandonment rates, answer machines detect, customer messaging etc. as set out by the business.
• Responsibility for preventing lost opportunity
• Actively monitoring the voice lines for performance degradation
• Day to Day Dialler Performance
• Monitoring Efficiency measurements (penetration, DMC, agent productivity)
• Monitoring and implementing a Dial strategy Dialler Issue
• Management Routine dialler maintenance tasks such as adding/deleting users, campaign configuration, agent connectivity, system backups and application and hardware upgrades
• Maximise data and dialler performance at a campaign level by prioritising campaign jobs whilst maintaining compliance with legislation guidelines Through understanding of the business processes, be able to analyse the data and dialler requirements for the various campaigns
• Analysis of the data to set an optimal recycling rule based on campaign setup
• Ensure an effective lead loading process into the dialler that will be optimal for calling and control
• Reporting on lead usage Run Daily/Weekly/ Monthly reports Evaluate and tune dialler and/or campaign parameters where necessary in order to achieve the business outcomes
• Analysis of dialler/data outcomes and results as well as the implementation of changes and/or improvements based on results
• You must have the ability to create both standardised and custom reports, analyse the data within and report to the business department on the findings.
• Assist in the development of standardized tools, methodologies, and various business processes for the purpose of refining operational efficiency and identifying areas for improvement across business KPIs.
• Possess experience in all stages of project work (requirements, design, implementation, testing and deployment)
• Projects will range from small, distinct pieces of work to long term program engagements
• You will be expected to deliver quality work on your assigned projects
• Work with business stakeholders to determine their business information needs and determine the right approach for collecting & presenting data as well as which analytical tool is required.
• Assist with data collection and processing procedures considering the business requirements and data relationships.
• Collect, sort, filter, analyse data and interpret the results to look for patterns and determine if the findings answer the business questions and are accurate.
• Create written reports and/or data visualisations that business stakeholders can use to monitor metrics and make decisions.
• Initiate and drive continuous improvement of all performance reporting in order to better manage the business.
• Provide direction regarding patterns, trends, and market analysis to drive business decisions.

Qualifications and experience:

• Matric / Grade 12
• A relevant certificate or diploma is preferred
• Minimum of 3 years of experience as a Data/Dialler administrator in a Contact Centre is required
• Familiarity with reporting in sales, marketing, and other operational departments
• Experience in working with the following tools: Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI)
• Experience working on Genesis Dialer
• Expert capability in Microsoft Excel
• Knowledge of business processes and functional area
• Possess experience in all stages of project work (requirements, design, implementation, testing and deployment)
• Experience in estimating solution development and delivering solutions against those estimates
• Strong written and oral communication
• Excellent analytical skills
• Strong organisational skills
• Comfortable in a fast-paced, ever-changing environment
• Strong interpersonal skills with the ability to build and maintain professional relationships
• Enjoys working independently as well as within a team environment
• Ability to coordinate and manage simultaneous data requests
• Problem solving and follow through
• Pragmatic and thorough
• Self-starter who takes ownership
• Outcomes orientated
• Adaptability and flexibility in deliverables
• Able to work under pressure
• Proven abilities to take initiative and be innovative