Dialer Administrator: at Sanlam Group

The Dialler Administrator will work with Sanlam Direct’s Operations, Business Development, MIS and Call Centre functions to maximise outbound opportunities. Maximised outbound opportunities are an integral driver in Sanlam Direct’s operational goals, which include meeting and achieving financial targets. The Dialler Administrator will be responsible for overseeing and administering the dialler programs and software, including trouble-shooting any dialler issues. The Dialler Administrator will also provide input to the Sr. Management Team on list management, planning and forecasting.

Focus area, activities and deliverables include the following but not limited to;

• Mechanical management of our dialer operations (Daily, Weekly, Monthly and cumulative)
• Taking ownership of the management, profiling, modelling and processing of data [dialler and otherwise] to ensure that dialler campaigns reach their full optimisation [premium collected over time spent].
• Managing the dialler activities to achieve Sanlam Direct’s internal business and compliance rules
• Strong and Effective Stakeholder Management
• Communicate Management Information (MI), gaps in performance and good performance of agents as well as any ad - hoc communication that needs to be sent to the management team in a consistent and effective manner. This communication can be done telephonically, by e - mail, in meetings (formal and informal) with all relevant stakeholders i.e. Team Managers, Team Leaders, agents etc. as and when the need arises
• Conduct and ensure ongoing communication with all stakeholders inclusive of Team Leaders and Managers regarding the need to ensure continual compliance with targets that are set by management in line with current Key Performance Indicator’s (KPI’s) on an ongoing basis. The KPI metrics and targets including talk time, wrap time, connects per hour etc. are subject to change in line with the discretion of the Management team, and in line with current and future business strategies
• Maintain a high level of customer service with all internal and external stakeholders, colleagues and peers, by providing consistent and regular feedback that may assist the management team in making better decisions relating to the business
• Operational Effectiveness
• Responsible for providing feedback, commenting on cost effectiveness and capitalising on opportunities for cost savings and increased performance in consultation with Team Leaders? Management? in terms of planning, implementing, controlling and evaluating calling strategies on the dialler
• Collate daily, weekly and monthly feedback for the management and team leader units on agent, campaigns and all performance based activities on other mediums of communication e.g. Short Message System (SMS) with the emphasis on highlighting greatness in performance, identifying areas of concern and initiating the need for change where necessary to improve the results in outbound [and inbound] operations
• Project Support Role
• Portfolio Performance
• Receive monthly MI from Business Intelligence on month end number of sales and analyse the information to ensure that there is an increase in the number of sales on a month to month basis. After careful analysis, suggestions should be formulated and communicated with the management team in terms of recommendations to improve on results achieved going forward

Real Time Monitoring

• Conduct daily monitoring of performance by using the dialler to identify below target performance on a real time basis
• Conduct a daily analysis of standard dialler reports that can be extracted from the dialler, by interpreting results and making additional recommendations on a weekly basis to enhance the results achieved. Emphasis will be placed on gaps in performance and non-adherence to schedules. This will include inbound as well as outbound activity

Campaign Management

• Should business decided to implement predictive dialling
•  Control the dialler settings and the distribution of records using tools available on the dialler, to schedule calls to agents which will influence the Ready time/dropped rates. This can be monitored by tools available on the dialler as part of the software

What will make you successful in this role?

Qualification & Experience

• Matric/Grade 12 or equivalent NQF Level 4 Qualification with Mathematics passed at Grade 12 level essential
• Minimum 1 year experience in a call centre environment and exposure to presenting information to Junior and Middle Management layer is essential.
• 1 year experience within a Dialler Administrative function would be advantageous.

Knowledge And Skills

• Knowledge of inbound and outbound operations.
• Microsoft office skills.
• Knowledge of contact centre principles.
• Understanding of process mapping principles.
• Proven understanding of optimization solutions for contact centres.
• Knowledge of workforce management principles.

Business/general

• Financial Services Industry Knowledge
• Financial Services Product Knowledge (Sanlam and competitors)
• Direct marketing practices, skills and processes
• IT systems (Sentrix & Avaya)

Personal qualities

• Excellent communication skills
• Customer service orientation
• Energetic and positive
• Relationship building skills
• Attention to detail
• Analytical
   

Competencies

• Cultivates Innovation
• Client Centricity
• Results Driven
• Collaboration
• Flexibility and Adaptability
• Plans and Aligns
• Communicates Effectively
• Action Orientated
• Optimizes Work Processes