Dialer Administrator at Truworths

Job Description    

• At Truworths, you'll find a dynamic business environment where our staff is constantly challenged to reinvent the way we do business in order to keep us at the forefront of the South African fashion industry.
• Take a walk through our stores or offices and you'll encounter an infectious love of fashion and a tangible will to succeed among the people who make up our business – both of which are key to keeping us at least one step ahead of the competition.
• 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.

Key Responsibilities    

Dialer Optimization

• Manage dialer campaigns in line with strategy objectives.
• Formulate and execute dialer strategies for multiple decision areas.
• Keep track of daily dialer performance, spotting trends and fixing issues quickly.
• Solve problems in a practical, data-driven way to reduce downtime and improve efficiency.
• Share clear reports that turn numbers into useful insights for managers and teams.

Operational Support

• Monitor campaign activity to ensure that there are no abnormalities and objectives are met.
• Liaise with operations to highlight any campaign or agent behaviour abnormalities.
• Prepare accurate daily, weekly, and monthly reports on agents, campaigns, and call center results.
• Use data and process checks to find gaps, test ideas, and suggest improvements.
• Work with different teams to put changes in place that improve efficiency and customer reach.
• Troubleshoot, quantify and escalate any issues timeously, following the escalation processes and ensuring that the relevant stakeholders are alerted.

Business /Risk Strategy

• Work with various stakeholders to contact KPIs.
• Use customer and campaign data to spot patterns in performance objectives and adjust strategies where needed.
• Conduct well documented and thorough tests to ensure that systems and processes work as intended.
• Document enhancements, changes and system/process defects.

Qualifications and Experience    

Qualification/s:

• Grade 12
• Relevant tertiary qualification advantageous
• 3-5 years working experience within retail, telecommunications or financial services
• Proven experience in driving performance through enhancements to system processes and strategies
• SQL or SAS experience advantageous

Competencies    

• Advanced Excel Skills
• Communication
• Problem-solving
• Attention to detail
• Organizational skills
• Adaptability, and the ability to collaborate effectively in a fast-paced environment
• Data analysis