Dialler Manager at Ignition Group

Key Focus and Duties:

Dialler Support and Management

• Cleaning and loading the data onto the dialler.
• Manage a team of dialler Administrators to ensure efficiency and productivity.
• Reviewing previous days performance to make recommendations on and agreeing, communicating, and delivering dialling plan for the day.
• Reporting dialler issues to relevant stakeholders and following through to resolution.
• Optimise resource and KPI achievement through monitoring and managing real time adherence.

Contact Strategies

• Review dialler set up and performance on an on-going basis to make recommendations on changes to contact strategies to drive improvements in contact rates and operational performance.
• Manage 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.

File Penetration and Dialler Metrics

• Min 99% attempts on all leads received.
• Avg attempts per lead 5.
• Connect to dial 50%
• RPC to unique lead 50%

Operational Relationship Management

• Delivering data performance KPI’s.
• Identify, communicate, and implement actions to address any risks to delivery of data/dialler targets.
• Support operations with insights on agent performance deviances to expectations.
• Track and communicate benefits of changes and initiatives implemented.

Requirements

We’d love to hear from you if...

• You have a Matric Qualification?
• 3-5 years' Experience as a Dialler Analyst?
• Minimum of 2 years’ experience in the interpretation of call centre analysis.
• Knowledge of contact centre systems and processes.
• Experience in running and completing projects to completion.
• Ability to consolidate and analyse information to identify creative new ways of working and innovative solutions to problem.
• Ability to package ideas and results in a logical, understandable, and compelling way for both technical and non-technical audiences.