Dialler Manager at Truworths

Job Description

We are looking for a hands-on self-starter with solid experience operating dialler systems to join our dynamic and fast paced call centre team.

The ideal candidate will be required to take ownership and accountability for the strategic management of all dialler activities, as well as constantly and passionately pursue initiatives, processes and solutions which will further enhance and optimize the call centre environment.

Key Responsibilities

• Enable the optimal use of the Hosted Contact Centre (HCC) technology and dialer related resourcing;
• Manage the HCC to enable effective execution of the credit risk driven collection strategies;
• Monitor the performance of outbound collection and telemarketing strategies deployed, and on an ongoing basis, execute challenger strategies with associated processes and procedures;
• Optimise customer contact effectiveness, while maintaining inbound and outbound targets and service level achievements;
• Develop and implement information dashboards to support the monitoring of operational performance;
• Produce and analyse dashboards and reports, identifying trends and communicating findings to the management team

Key responsibilities

• Create daily outbound calling campaigns based on departmental collections and telemarketing strategies to optimise collection and “sales” performance;
• Continuously monitor all call centre inbound volumes and outbound campaigns to ensure optimal resource allocation throughout the day;
• Achieve desired penetration and contact rates on outbound campaigns, which are necessary to meet departmental targets;
• Communicate department results in scheduled dashboards and reports distributed on a regular basis to the management team and provide recommendations based on analysis performed;
• At a campaign level, provide daily analysis of inbound and outbound performance and service level reports;
• Assist all Operations Managers with resource planning for their respective areas to ensure that efficiency targets are met;
• Demonstrate a strong understanding of dialler metrics and functionality by producing ad hoc reports for further statistical analysis and communicate findings and/or recommendations to the leadership team;
• Communicate effectively with all levels of management and those responsible for dialler maintenance, specifically concerning technical issues and system performance concerns;
• Leverage dialler reports and collections call data to better analyse calling strategies, as well as identify concerns and recommend improvements to outbound dialling strategies;
• Proactively partner with all Call Centre Management and the Credit Risk Team to identify new calling and treatment strategies;
• Demonstrate a strong understanding of inbound/outbound goals and reporting as it relates to the dialler and ACD phone system;
• Liaise with third parties/dialler providers to maximise the understanding of dialler functionality and identify potential strategy enhancements;
• Deliver technical assistance to agents by troubleshooting system issues and providing ongoing maintenance updates;
• Coordinate all MIS activities;
• Work closely with process owners and coordinate the analysis, design, development and implementation of new operational reports, while tracking usability and fine tuning, as appropriate.

Qualifications and Experience

• 5 to 7 years working experience within a call centre environment, of which 2 to 3 years should be proven experience with managing operating dialler systems in an inbound and outbound environment;
• Extensive functional knowledge of outbound dialling systems and preferably Presence and Tableau Desktop technology;
• Operational experience with account segmentation, behavioural risk scoring and calling strategies;
• Proven experience in driving performance through enhancements to dialler processes and strategies;
• Competencies
• Strong analytical skills and the ability to demonstrate conceptual thinking;
• Strong communication and presentation skills.