Assistant Manager - WFM - Dialer Administrator at WNS Global Services

Job Description
Role Purpose 

The Dialler Administrator shall be responsible for day to day dialler administration, recommending, supporting and implementing departmental initiatives for operations to optimise contact and conversion rates.

To support day to day dialler administration, deliver dialler efficiencies and value add insights to improve overall operational performance. The role will be responsible for the first line of communication – dialler individual to liaise across departments and clients to collect data for multiple dialler campaigns. Data is loaded daily as per queuing requirements of the client and operation.

Experience Required

Essential

• Minimum of 3  years dialler administrator experience (Genesys would be advantageous)
• Minimum of 2 years’ experience in the interpretation of call centre analysis
• Proficient at MS Office – Excel advanced
• SQL skills advantageous
• Knowledge of contact centre systems and process’s – Sales, Telemarketing, Collections experience advantageous
• Experience in running and completing projects to completion
• Client Engagement and presentation experience
•  Behavioral Traits Required (These are behaviors that differentiate the “Good” from the “Great” at WNS)
• Strong analytical and quantitative skills
• Strong oral and written communication skills
• Strong interpersonal skills
• Anticipates customer needs and ensures that they are met.
• Ability to consolidate and analyse information in order to identify creative new ways of working and innovative solutions to problems
• Ability to package ideas and results in a logical, understandable and compelling way for both technical and non-technical audiences
• Strong relationship management skills
• Able to demonstrate strong communication skills to multiple stakeholders and levels
• Self-motivated and able to work effectively on your own and as part of a team
• Strong sense of ownership, a starter finisher that is passionate about delivering
• Able to identify process efficiencies and use initiative to drive change

Job-Related Knowledge, Competencies & Skills Required

Essentia

• Adaptable –able to be flexible, versatile and/or tolerant in a changing, complex work environment while maintaining effectiveness and efficiency
• Behaves Ethically - understands ethical behaviour and business practices, and ensures that own and others behaviour is consistent with these standards and aligns with the values of the company
• Builds Relationships - establishes and maintains positive working relationships with others, both internally and externally, to achieve company goals
• Creative / Innovative - develops new and unique ways to improve the operations of the business and to create new opportunities.
• Focuses on Client Needs - anticipates, understands and responds to the needs of internal and external clients to meet or exceed expectations within company parameters.
• Fosters Teamwork - works cooperatively and effectively with others to set goals and resolve problems
• Solves Problems - assesses problem situations to identify causes, gathers and processes relevant information, generates possible solutions, makes recommendations and/or resolves problems.
• Communicates effectively -  at all levels both within, as well as outside the company
• Networking skills & the ability to be resourceful
• High attention to detail

Qualifications
Qualifications Required

Essential

• Matric/ Grade 12 Certificate
• Proficient in MS Office (Excel – advanced)

Preferred

• SQL