Dialer Specialist at Discovery Limited

Job Purpose 

• Execute and manage dialer strategy for the collections team to ensure campaigns are penetrates efficiently and effectively to meet performance targets and business goals.

Key Performance Areas

• Keep dialer downtime to a minimum and ensure all issues are communicated to IT & management immediately.
• Manage dialer functionality including blended, inbound and outbound campaigns,
• Deliver effective dialing strategies to enhance the success of multiple outbound campaigns.
• Monitoring the team and agent performance through blended/dialer system and maintaining maximum productivity with minimum idle time.
• Hourly performance reporting delivered to the operations teams
• Providing analysis proactive and current to the operation manager and team leaders to help increase performance and productivity across the floor.
• Present, explain and gain support for changes to the dialer strategies or processes based on analysis.
• Analyze data files and best dialing times to keep the operation as productive as possible.
• Constant monitoring of agent activity to ensure maximum productivity is achieved.
• Maintenance of dialer templates and provision of these to the business where necessary.
• Continually analyze campaign and agent performance to identify opportunities to increase contact rates and subsequent sales.
• Meet deadlines for reporting and that the reports are accurate and presented to highest standards.
• Manage stakeholder relationships with onsite and offsite team to ensure dialer is operating optimally

Technical Competencies

• Ability to oversee the dialing strategy framework and provide thorough feedback.
• Ability to provide Industry/best practice insights into dialing and campaign strategy
• Ability to champion challenge dialer practices to optimize penetration and conversion outcomes.
• Technology insights to achieve team objectives
• Good tactical insights into Dialer and Campaign Management frameworks to facilitate operational execution
• Good understanding of productivity and capacity management outcomes
• Excellent verbal and written communication skills
• Stakeholder engagement (internal and external)
• Microsoft office, especially Excel
• Statistics knowledge and ability to comprehend and analyze dialer-output data
• Strong analytical skills required, including an extensive understanding of how to interpret department business needs and translating them into operational requirements.
• Numerically orientated
• Ensure Compliance and Quality Assurance adherence to industry regulations and company policies regarding customer interactions.

Behavioral Competencies

• Business Acumen [ability to make sound decisions]
• Analytical
• Results and deadline driven
• Resilience
• Teamwork
• Collaboration
• Problem solver
• Interpersonal skills
• Self-Starter (can work independently)

Education

• Grade 12
• Relevant Tertiary qualification

Experience

• 3 years’ experience on previous dialer knowledge
• Data analytics (SQL Knowledge is advantageous)
• Proficient in MS Office (Excel – advanced)
• Minimum of 3 years of experience in a call centre environment, with at least 1 year in a dialer management role (Preferred).
• Experience in call centre analysis.
• Ability to compile information and prepare reports that are easily translatable for client delivery
• Basic knowledge of digital marketing tools and platforms (e.g. Genesyscloud, campaign management & Dialer management)