Dialler Administrator (Contact Centre) - Durban
Talksure Pty Ltd
MAIN PURPOSE OF THE ROLE The Dialler administrator will play a key role in managing and developing business campaigns through a blended dialler and will be responsible for optimizing performance of the dialler to maximize sales opportunities, and continually analyzing campaign and agent performance to identify opportunities to increase contact rates and subsequent sales. Manage the dialler real time to ensure optimal agent productivity, data penetration and metrics such as connects, DMCs, failed calls, abandonment rates, answer machines detect, customer messaging etc. Work with outsource dialler providers to gain Best Practice and knowledge Increase in data penetration levels Increase in data to DMC conversions Increase in agent productivity and utilisation Responsible for preventing lost opportunities Line monitoring Dispo per Provider Cause value/ Dispo relationship Daily Dialler Performance Monitoring AMM detection efficiency DROP call rate Contribute to the development and implementation of the Dial strategy for each campaign Dialler Issue Management Routine dialler maintenance tasks such as system backups, deployment of necessary upgrades etc Work with various teams to see how best to maximise dialler/ data performance at a campaign level by prioritising campaign jobs whilst maintaining compliance with legislation guidelines Dialler operational tasks such as creating, updating and deletion of users, campaigns call results recycle rules dial queues Understand the business processes to effectively support the campaign Ensure effective lead loading of data into the dialler/operation for optimal calling and control by following the standard lead loading procedure Reporting on lead usage Reset metrics where necessary Run Daily/Weekly/ Monthly data/dialler reports Evaluate, analyse, and tune dialler and /or campaign parameters, call dispositions to drive better understanding of the leads data and implement agreed changes based on results Contribute to the production of all required management information for all levels of Telesales management reporting requirements QUALIFICATIONS AND EXPERIENCE REQUIRED Matric 2 years’ experience in a Dialler Administrator role Must have a minimum of 1 year experience working with the VICIDial system Database experience in working with MySQL, MSSQL etc Experience in the following tools will be advantageous: Linux Microsoft BI Tools (SSIS/SSRS/SSAS/PowerBI) Intermediate to expert capabilities in Excel BEHAVIOUR AND COMPETENCIES REQUIRED Professional Logical Analytical Strong written and verbal communication Comfortable in a fast paced, ever-changing environment Strong interpersonal skills with the ability to build and maintain professional relationships Outcomes orientated Adaptability and flexibility in deliverables Able to work under pressure Remuneration: A market related package including benefits Working Hours: Monday to Friday 8:00 to 17:00 or as per department requirements. Candidate will be required to work adhoc Saturdays. Kindly click on the link below to apply. NB: Thank you for choosing Talksure as your employer of choice. Please note that if you do not hear from us within 14 working days after the closing date of the advert, please regard your application as unsuccessful. We wish you well in your future endeavors.
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