Dialler Manager at Intelligent Debt Management

Key responsibilities: 

• Configure and manage dialler campaigns in collaboration with stakeholders’ requirements and, continuously optimize performance through rule enhancements and traffic management.
• Monitor dialler performance in real time and implement Realtime adjustments to optimize dialler/campaign efficiency.
• Oversee daily campaign uploads and dialler operations by analysing performance, reporting results, escalating issues as needed, and assisting in troubleshooting and resolving dialler-related issues.
• Generate daily, weekly, and monthly reports using dialler-specific reporting tools.
• User Management: Create and manage user roles, permissions, and access levels within the dialler system. Monitoring of capacity and allocation (jointly with team leaders or managers of the area).
• Ensure compliance with the rules set out by the Direct Marketing Association and POPIA.
• Share learnings across diallers to identify opportunities for improvement and implement these learnings.
• Find ways to tactically maximise the output and effectiveness of Genesys as well as agent efficiency.

 Key requirements and qualifications:

• Must have at least 1 years’ experience in predictive dialler management.
• A university diploma, preferably in Statistics, Computer Science or Informatics.
• Knowledge of dialler software as well as associated telephony. Knowledge of the Genesys Dialler will be advantageous