Dialer Administrator Randburg - Randburg
Credit Solutions Services
Administer the dialler and telephony systems within the call centre to optimise call campaigns and Agent productivity Changing of dial levels to increase talk time, not allowing the abandon rate to exceed abandon level targets • Monitor all off phone activities time - such as (Dispo , Dead, Meetings, Lunch Tea) - Escalate to Manager and Supervisor when required • Monitor Inbound calls received from SMS's, adjust dial speeds accordingly • Changing of filters to improve contactability where applicable • Proactively anticipate shortfalls and system problems we may experience daily System administration – Creating and maintaining of users, checking of recycle rules. Changing of area code dialling • Monitoring available workload • Creating of staff accounts on the Vici system • Maintaining staff accounts on the Vici system • Checking of the recycle rules once a week to confirm all correct • Agent and Supervisor Administration on CIC • Daily adherence report • Daily Connect report Grade 12 2 to 3 years working experience in Call Centre on Predictive diallers, Call Logging and Telephony systems • Telephony • Reporting • Call Logging • Analytical Skills • Computer Literacy • Planning and organising skills • Target driven • Sense of urgency • Stress Tolerance • Resilience • Client Centric • Ability to communicate clearly and concisely, verbally and in writing, in English. • Must be able to keep client matters strictly confidential. • Must have excellent interpersonal skills and customer service skills. • Accountability • Integrity Market Related
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