Data & Systems Manager at Mukuru

• The main purpose of this role is to ensure the accuracy, quality, and security of data, and to develop and maintain operational standards for data processing and preservation. You will be responsible for evaluating and implementing database modifications, monitoring and optimizing dialler performance, and collaborating with business stakeholders to increase data penetration and agent productivity. Additionally, you will analyze data, produce reports and visualizations, and provide insights to guide business decisions based on patterns, trends, and market analysis. Your goal is to enhance operational efficiency and achieve business objectives by leveraging technology and data.
• This role will be responsible for the daily management of our CS communications system, to ensure optimal departmental productivity. In this role you will need to determine best practice by reviewing the data for any inconsistencies or anomalies. Streamline reporting and analysis procedures for fast access to metrics and other reports.

Duties And Responsibilities (Include But Is Not Limited To)

• Reviewing presentations, manuscripts, graphs, and tables to guarantee the correctness and quality of the work Developing standards of operation when processing and preserving data
• Keeping data management plans and operating instructions updated in order to handle complicated organizational systems
• Being in charge of the supervision of the incorporation of brand new technologies and projects into existing data standards and frameworks
• Evaluating the design, selection, and implementation of database modifications by comparing these aspects with the business requirements and design documents
• Evaluating the performance of the system and providing suggestions for ways in which it can be improved in terms of its hardware, software, and data storage
• Integrating and maintaining digital security solutions in order to ensure the safety of sensitive data and information
• Predictive data analytics and the provision of suggestions regarding the workforce
• Maintain open lines of communication with management and the operations team to ensure that the business and client dialling standards are met
• Make adjustments to the routing solutions in order to achieve optimal operational standards
• Construct and perfect your use of dashboards and reports
• Manage the dialler in real time to ensure optimal agent productivity, data penetration, and other critical metrics, including but not limited to connect rates, unsuccessful calls, etc.
• Collaborate with third-party dialler providers to acquire knowledge and best practices, and then train the rest of the team
• Collaborate with business stakeholders to increase data penetration and agent productivity while decreasing data usage
• Comply with the business's dialling requirements for abandonment rates, answering machine detection, consumer messaging, etc.
• Accountability for preventing squandered chance
• Actively monitoring voice lines for degradation in performance
• Everyday Dialler Efficiency
• Continuously monitor real-time agent skills and make recommendations based on call type
• Monitoring and implementing a Dial strategy
• Monitoring Efficiency measurements (penetration, agent productivity) Dialler Issue
• Management Routine dialler maintenance responsibilities, such as adding and removing users, campaign configuration, agent connectivity, system backups, and application and hardware enhancements
• Maximize data and dialler performance at the campaign level by prioritizing campaign tasks while adhering to regulatory guidelines. Through knowledge of business processes, the ability to analyze the data and dialler needs for the various campaigns
• Create and update filters, list strategies, and reports for dialling campaigns
• Monitor and optimize dialler system performance
• Accountable for all facets of the call center technology platform, such as conversational IVR, cloud-based contact center solutions, workforce administration, and outbound dialling/campaign management
• Data analysis to determine the optimal recycling rule based on campaign configuration
• Ensure an efficient lead loading process into the dialler that is optimal for contacting and control Report daily, weekly, and monthly Evaluating and adjusting dealer and/or campaign parameters as needed to attain business objectives
• Analysis of dialler/data outcomes and results, as well as implementation of adjustments and/or enhancements based on the outcomes You must be able to generate both standard and custom reports, analyze their data, and report the findings to the business department
• Assist in the development of standardized tools, methodologies, and various business processes for the purpose of enhancing operational efficiency and identifying areas for improvement across key performance indicators (KPIs)
• Have experience with all phases of project work (requirements, design, implementation, testing, and deployment)
• Projects will range from minor, discrete tasks to long-term program engagements
• You are expected to produce high-quality work on your assigned assignments Collaborate with business stakeholders to determine their business information requirements, as well as the appropriate method for collecting and presenting data and the required analytical instrument
• Assist with data acquisition and processing procedures, taking into account business needs and data relationships
• Collect, sort, filter, and analyze data, then interpret the results to search for patterns and determine if the findings are accurate and provide answers to business questions
• Produce written reports and/or data visualizations that business stakeholders can utilize to track metrics and make decisions
• Initiate and lead the ongoing enhancement of all performance reporting in order to enhance business management
• Direct business decisions based on patterns, trends, and market analysis

Key Requirements

• Matric/Grade 12 (Essential)
• Relevant Certificate/ Diploma (Essential)
• License, Certificate, Registration Required (Relevant certifications & Professional memberships)
• 2-4 years experience as a Dialler administrator in a Contact Centre
• 2-3 years Experience in an Omni Customer Support Environment
• 2-4 years Experience with Automated Call Distributors (ACDs), Interactive Voice Response (IVR), skills routing, scheduling, and intra-day management
• 1-3 years Experience in working with the following tools: Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI)
• 3-5 years Microsoft Excel Experience
• 3+ years Experience in all stages of project work (requirements, design, implementation, testing and deployment)
• 3+ years Experience in estimating solution development and delivering solutions against those estimates
• 3-5 years Customer Service/Support, marketing, and other operational departments experience
• Knowledge of Database and information technologies
• Knowledge of Data analytics and application
• knowledge of Data and information security
• Knowledge of Service centre KPI reporting metrics
• Knowledge of MySQL

Additional Skills

• Communication (Written and Verbal)
• Problem Solving
• Analytical