Dialer Administrator at Truworths

About the job

• We are looking for a hands-on self-starter with experience in administering dialler systems to join our dynamic and fast paced dialler operations team.
• The ideal candidate will be required to take ownership and accountability for administering the day to day operations of the dialer. Constantly and passionately pursue initiatives, processes and solutions which will further optimize inbound and outbound campaigns.

In addition, the successful individual will be required to:

• Monitor the performance of outbound strategies deployed and on an ongoing basis, review dialer results and make suggestions to improve dialler performance;
•  Administer the dialer system to enable effective execution of the credit risk driven strategies and user administration;
• Develop and implement information dashboards to support the monitoring of operational performance of the inbound call centre as well as outbound function. 

Key responsibilities

• Manage workflow for all campaigns;
• Real-time administration and analysis of dialer campaigns;
• Manage first line fault reporting and engagement with ISD on system issues;
• Administer user access and skill assignment;
• Identity trends in agent behaviour and provide feedback to stakeholders;
• Continuously update knowledge documents with any changes or updates in dialer administration;
• At a campaign level, provide daily analysis of inbound and outbound performance and service level reports.

Requirements

Qualifications:

• Grade 12;

Relevant tertiary qualification advantageous.

Experience and Skills:

• 3 years working experience within a call centre environment, of which 1 to 2 years should be proven experience in administering dialer systems for inbound and outbound campaigns;
• Proven experience in driving performance through enhancements to system processes and strategies.
• Truworths is committed to transformation and meeting objectives of the Employment Equity Act. Meeting our employment equity goals and targets will be taken into account in our recruitment decisions. People living with disabilities will be viewed favourably.