Dialler Administrator - KwaZulu-Natal, Durban - eThekwini
121 Talent
Coactivate is looking for an enthusiastic and motivated individual with a professional disposition to join our winning team as a Dialler Administrator. The Dialler Administrator will be responsible for executing the dialler strategy and day-to-day dialler administration, to optimise contact and conversion rates. The responsible person will also be supporting with utilization analysis, monitoring of performance results, developing reports, and support within the sales and back-office department. Duties: Ensure effective lead loading of data into the dialler/operation for optimal calling. Monitor data performance and amend dialling strategy based on analytics of the current dataset. Monitor data volumes and adjust dialling rules accordingly. Feedback to Ops and/or client regarding data volumes. Ensure new datafile is received and imported before data runs out. Interpreting data results and provide findings to enhance business daily operations. Identify datasets that are not converting at the required conversion rates and raise with Ops if this is client supplied data. Work with various teams to see how best to maximise dialler/ data performance at a campaign level whilst maintaining compliance with legislation guidelines. Monitor and raise agent behaviours which can impact dialling/productivity negatively. Minimize dialler downtime and promptly communicate any issues to IT and Management. Understand the business processes to effectively support the campaign. Contribute to the development and implementation of the Dialler strategy for each campaign. Dialler Issue Management and operational maintenance Create a dashboard featuring unique campaign performance metrics and essential company benchmarks/thresholds. Monitor and report outcomes. Attend client meetings and assist with client requests. Work with outsource dialler providers to gain Best Practice and knowledge. Fault reporting with third party providers. Ensuring fault is escalated and resolved in a timeous manner. Provide feedback to the operations, IT helpdesk and management team. The successful candidate should meet the following requirements: Minimum requirements: Matric/ Grade 12 Certificate Relevant tertiary qualification Proficient in MS Office (Excel - advanced) SQL 1 years' experience with analytics Experience using SQL for report writing and data management. 1 year's dialler administrator experience Knowledge of contact centre systems and process's Client Engagement and presentation experience Excellent critical and analytical thinking skills Skills Analytical skills. Results and deadline driven. Multi-tasking. Problem-solving. Professional 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. If you meet the above requirements and wish to apply, please email your CV to [Email Address Removed] Desired Skills: Dialler Administrator SQL Desired Work Experience: 2 to 5 years About The Employer: CoActivate is a full service BPO business based in Durban. We have been in business since 2010 but operated under the Likeminds Group banner. In 2018, we rebranded to CoActivate. We offer the full range of BPO services, including Inbound, Outbound, Administration, Sales & Customer Service.
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