Job Description

Job Purpose

Execute and manage dialler strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet performance targets and business goals.

Key Performance Areas

Keep dialer downtime to a minimum and ensure any 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 maintain maximum productivity with minimum idle time. Hourly performance reporting delivered to the operations teams Providing analysis 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. Analyse 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. Pacing strategy utilized for campaigns where necessary. Maintenance of dialer templates and provision of these to the business where necessary. Proactive dialer feedback to team leaders to provide an accurate picture of dialer activity. 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 strategy to facilitate Group performance objectives. The ability to provide insights into 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 translate them into operational requirements. Numerically orientated

Behavioural 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 (added advantage)

Experience

3 years' experience on previous dialer knowledge Vicidial experience advantageous * Data analytics (SQL Knowledge is advantageous)