Dialer Administrator
Johannesburg, South Africa
22h ago
source : Job Placements

The main purpose of the role is to Execute and manage dialer strategy for defined verticals / multiple teams to ensure campaigns are penetrated optimally to meet new vertical strategy and client scorecard parameters.

Ensure individual attainment of minimum (defined) dialer performance contribution to required vertical and / or principal portfolio / s

Minimum requirements : (Qualifications and Experience)

  • Grade 12
  • Proficient in MS Office
  • Proficient in MS PowerPoint
  • Relevant Tertiary qualification (added advantage)
  • Numerically orientated
  • Advanced proficiency level with Microsoft Excel
  • Basic statistics knowledge
  • Nobel University
  • Job description :

  • Keep dialer downtime to a minimum and ensure any issues are communicated to IT & General Management immediately.
  • Create a dashboard of unique campaign performance metrics, set performance benchmarks / thresholds and monitor and report back on outcomes.
  • 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.
  • Daily performance reporting delivered to the operation.
  • Optimize call abandon rate.
  • Oversee average call duration and identify anomalies for further investigation and review.
  • Providing analysis to the Operations Leadership 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.
  • 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 Managers to provide an accurate picture of dialer activity.
  • Continually analyze campaign and agent performance to identify opportunities to increase contact rates and subsequent rpc’s.
  • Meet deadlines for reporting and that the reports are accurate and presented to highest standards.
  • Required work minimum experience;
  • 3 years previous Dialer knowledge or 3 years Risk (Campaign) knowledge
  • Technical and behavioral competencies required :

    Technical :

  • Ability to oversee a Retail OR Bank OR Specialized Lending OR Telco OR Public Sector dialing strategy framework, and provide campaign insights to validate vertical strategy.
  • Good knowledge and understanding of :
  • Collections
  • National Credit Act
  • Debt Collector Act
  • Ability to define own contribution in the context of overall business performance.
  • Ability to provide Industry / best practice insights into dialing strategy to facilitate Group performance objectives.
  • Provide insights into client financial levers (IPM, GP, and Revenue.
  • The ability to provide insights into campaign strategy (Next Generation).
  • Ability to champion challenge dialer practices to optimize portfolio penetration and conversion outcomes.
  • Technology insights to achieve team objectives.
  • Good tactical insights into Dialer and Campaign Management frameworks to facilitate operational execution.
  • Above average ability to present insights to key stakeholders.
  • Good understanding of productivity and capacity management outcomes in an unsecured, low value, high volume collection and recovery environment.
  • MS Office skills.
  • Excellent verbal and written communication skills.
  • Stakeholder engagement (internal and external).
  • Microsoft office, especially Excel and PowerPoint.
  • Basic statistics knowledge and ability to comprehend and analyze dialer-output data.
  • Strong analytical skills required, including an extensive understanding of how to interpret dialer outputs against key business operational and financial metrics
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