Dialler Administrator - Northern Suburbs at Pepkor Payments & Lending

Description
The Dialler Administrator will be responsible for ensuring there is a constant workflow for Contact Centre Operations by managing dialler queues, reports and reporting such results to internal stakeholders, while working closely with external stakeholders to address any technical concerns.

Requirements
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)

Functional Competencies 

• MS Word, MS Excel, MS Outlook, MS PowerPoint
• Knowledge of contact Centre systems and processes
• Systems knowledge of Captiv8, Presence, and Queue Metrics
• Excellent verbal and written communication skills

Behavioural competencies

• Collaboration 
• Resilience
• Leadership
• Information gathering and problem analysis
• Planning and organizing
• Quality and detail orientation