Dialler Administrator - Northern Suburbs at Pepkor Payments & Lending

Key Responsibilities

Dialler Optimization

• Ensure that the Presence Dialler and MultiMedia services are operating optimally to support the business strategy
• Liaise with external IT service providers for fault resolution and new implementations
• Ensure that the dialler is aligned with the business requirements, monitor the performance to deliver the best results
• Be involved in and contribute to dialing strategy discussions
• Achieve dialler optimisation by actively monitoring the Dialler settings
• Inform changes to the dialler settings to bring about the best results identification and definition problems

 Implementing and executing effective operation support strategy

• Document technical requirements with clarity to enable correct implementation of the required solution
• Campaign monitoring across operational area
• 100% adherence to operating standards
• Produce accurate reports and analysis on campaigns and agent results both the dialler and the internal system
• Analyse and interpret data to resolve and/or escalate potential concerns appropriately and timeously
• Planning of monthly dialler campaigns according to capacity and number of accounts inline with collections strategies
• Processing information and generating knowledgeable communication
• Daily, weekly, monthly feedback reports on agent, campaign, and overall centre performance
• Technical assistance to the business

Communication

• Communicate to all levels that are affected with production issues for the dialler
• Communicate effectively with all levels of management and those responsible for dialler maintenance, specifically concerning technical issues and system performance concerns
• Any technical issues to communicate affectively and timeously to resolve the issues and log the call to the necessary parties

Qualifications

• Grade 12 (Matric) with post grad (advantageous)
• NQF 5 qualification in IT or in a similar field of studies (preferable) 
• Applicants studying towards/completed a bachelor’s degree (advantageous)

Experience

• Minimum of 3 years’ dialler administrator experience (inbound & outbound), preferably working with Presence Suite
• Minimum of 3 years’ experience in a Retail Financial Services environment with background in Collection and Sales processes 
• Minimum of 3 years’ experience in the interpretation of call centre analytics
• Business Intelligence experience (advantageous)