Job Summary JOB RESPONSIBILITIES: - 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 - Contribute to the design and implementation of a long-term operating model for Dialler/Data area - Increase in data penetration levels - Increase in data to DMC conversions - Increase in agent productivity and utilisation - Responsible for preventing lost opportunities - Line monitoring - Daily Dialler Performance Monitoring - AMM detection efficiency - Contribute to the development and implementation of the dial strategy for each campaign - Dialler Issue Management - Monitoring activities to target 100% dialler availability - Routine dialler maintenance tasks such as system backups and development of necessary upgrades etc. - 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: o Users, o Campaigns o Call results o Recycle rules o Dial rules - Understand the business processes to effectively support the campaign - Set recycling rules - 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 dialler/data reports - Evaluate, analyse and tune dialler and/or campaign parameters, call dispositions to drive better understanding of the leads and implement agreed changes based on results. - Contribute to the production of all required Management for all of telesales management Reporting requirements - Manage and troubleshoot computer hardware and software issues for employees - Install, configure, and update software applications on workstations as required - Set up new employee workstations and user accounts, ensuring proper access rights and permissions - Collaborate with internal & external IT vendors to address complex technical issues or procure necessary equipment - Train employees on basic IT procedures and software usage. - Continually maintain an updated asset register - Quickly identify and address IT and Office-related challenges, implementing solutions to minimize disruptions - Propose process improvements to enhance office efficiency and user experience - Support the business operations in the following areas: o Data penetration o Call Routing to drive costs down o Dialler availability (uptime) o Data availability o Reporting - Encourage and maintain a "customer service" philosophy within the dialler team with business stakeholders. - Through attention to detail, maintain an exceptional level of quality in all work completed. - Maintain functional & productive working relationships with all individuals. - Continually look to improve resource requirements & advise the dialler Manager of inefficiencies as they are encountered and work toward continuous improvement of systems that best serve business. - Conduct routine and ad-hoc stock takes of IT hardware, software, and related equipment. - Execute the formatting and setup of computers by installing and configuring operating systems, software applications, and drivers according to organizational standards MINIMUM QUALIFICATIONS AND EXPERIENCES - Matric - +3 years experience working with ViciDial or similar dialler applications e.g, Real Connect, Touchstar, Genesys etc - Database experience working with MySQL , MSSQL etc - Intermediate to expert capabilities in Excel Experience in the following tools will be advantageous: - Linux - Microsoft BI tools (SSIS/ SSRS/SSAS/ PowerBI) - Python/R BEHAVIOURAL AND COMPETENCIES REQUIRED - Professional - Logical - Analytical - Strong written and oral communication 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 - Ability to work under pressureCarlysle Human CapitalRecruiter
