Dialler Admin/Analyst - Umhlanga at Ignition Group

Description

Dialler Support and Management

• Provide technical assistance and troubleshooting for dialler systems to ensure smooth operations. Address any technical issues promptly to minimize downtime and disruptions.
• Oversee the configuration of dialler settings, including call pacing, campaign setup, and agent assignments. Ensure configurations align with campaign objectives and compliance regulations.
• Regularly monitor dialler performance metrics such as call connect rates, agent productivity, and campaign success. Identify areas for improvement and implement strategies to optimize performance.
• Coordinate the setup and execution of outbound calling campaigns, including scheduling, scripting, and list management. Ensure campaigns are executed efficiently and effectively to meet targets.
• Review previous day's performance to make recommendations and agree on, communicate, and deliver the dialing plan for the day.
• Report dialler issues to relevant stakeholders and follow through to resolution.
• Optimize resource and KPI achievement through monitoring and managing real-time adherence.

Contact Strategies

• Review dialler set up and performance on an ongoing basis to make recommendations on changes to contact strategies to drive improvements in contact rates and operational performance.
• Manage the dialler throughout the day to deliver key dialler metrics and adherence to regulatory bodies.
• Develop and use operational reports to drive fact-based decisions on operational performance and process initiatives.

Operational Relationship Management

• Cultivate positive relationships with key stakeholders, including internal teams, clients, vendors, and third-party service providers. Understand their needs, expectations, and priorities to foster collaboration and alignment.
• Manage relationships with external vendors and service providers involved in supporting operational activities. Coordinate vendor selection, contract negotiations, and ongoing performance evaluations to ensure service quality and value for money.
• Respond promptly to operational issues, escalations, and conflicts that may arise within or between teams. Facilitate discussions, mediate conflicts, and implement solutions to maintain harmony and productivity.
• Monitor the performance of operational relationships, including service level agreements, key performance indicators, and contractual obligations. Identify areas of improvement and implement corrective actions as needed.
• Manage the impact of organizational changes on operational relationships. Communicate changes effectively, address concerns, and ensure smooth transitions.
• Deliver data performance KPIs.
• Identify, communicate, and implement actions to address any risks to the delivery of data/dialler targets.

Requirements

Experience, Knowledge, Skills, and Attributes Required:

• Strong Analytical and Quantitative Skills: Proficiency in analyzing data, identifying trends, and interpreting quantitative information to make informed decisions and recommendations.
• Strong Oral and Written Communication Skills: Ability to communicate effectively and clearly, both verbally and in writing, to convey complex information to diverse audiences.
• Strong Interpersonal Skills: Ability to build and maintain positive relationships with colleagues, clients, vendors, and other stakeholders.
• Demonstrated Communication Skills to Multiple Stakeholders and Levels: Experience communicating complex concepts and ideas to various stakeholders at different organizational levels.
• Self-Motivated and Team Player: Proven ability to work independently with minimal supervision while also collaborating effectively as part of a team to achieve common goals.
• Strong Sense of Ownership: Demonstrated commitment to taking ownership of tasks and projects, seeing them through to completion with attention to detail and quality.
• Starter Finisher Mentality: Enthusiastic and proactive approach to tasks, demonstrating initiative and drive to deliver results within established timelines.
• Passion for Delivering Results: Genuine enthusiasm for achieving objectives and exceeding expectations, with a focus on delivering tangible outcomes and driving continuous improvement.
• Ability to Identify Process Efficiencies: Aptitude for identifying inefficiencies in processes and workflows, and proposing and implementing innovative solutions to streamline operations.
• Initiative to Drive Change: Proactive attitude towards identifying opportunities for improvement and taking the initiative to initiate and drive change initiatives to enhance performance and effectiveness.

We’d love to hear from you if...

• You possess a Matric Qualification.
• You have 3-5 years of experience as a dialler administrator.
• You have a minimum of 2 years of experience in interpreting call center analysis.
• You possess knowledge of contact center systems and processes.
• You have experience in running and completing projects to completion.
• You have the ability to consolidate and analyze information to identify creative new ways of working and innovative solutions to problems.
• You can package ideas and results in a logical, understandable, and compelling way for both technical and non-technical audiences.
• You are able to work flexible hours, including domestic and international shifts.
• SQL knowledge and skill are advantageous.
• Advanced Excel skills are advantageous.
• Experience with Connex CXM Dialler is advantageous.