Dialler System Analyst (Collections) - Johannesburg at Absa Group Limited (Absa)

Job Summary

• The Dialler Analyst at Absa Bank is a key role in the Everyday Banking Collections Department. You'll manage our dialer system, analyze data to guide decisions and mitigate risks, and collaborate across teams to improve our services. This role requires a bachelor's degree, experience in data analysis or dialer system management, and proficiency in data analysis tools. Strong problem-solving skills, attention to detail, and the ability to work effectively in a team are essential. Absa Bank is an equal opportunity employer valuing diversity and inclusivity.

Job Description

Dialler System Management

• Manage the dialler system, ensuring it operates effectively and efficiently. Adjust dialler settings as needed to optimize call connect rates and minimize call drop rates.
• Use expertise in data analysis to identify potential areas of financial risk related to arrear products, propose strategies to mitigate these risks, and forecast future call volumes.
• Participate in incident management, applying problem-solving skills and technical expertise to resolve issues related to the dialler system.
• Ensure that the use of the dialler system complies with all relevant laws and regulations, such as those governing debt collection.
• Collaborate with other teams to manage dependencies and interdependencies, ensuring that the department's objectives are met.
• Proactively identify technical risks related to the dialler system and implement measures to mitigate these risks.
• Generate and deliver reports from data analysis to guide organizational decision-makers, including details about call outcomes, agent performance, and strategy effectiveness​.

Data Analysis & Reporting

• Use expertise in data analysis to identify potential areas of financial risk related to arrear products, propose strategies to mitigate these risks, and forecast future call volumes.
• Generate and deliver reports from data analysis to guide organizational decision-makers, including details about call outcomes, agent performance, and strategy effectiveness.

Incident Management

• Participate in incident management, applying problem-solving skills and technical expertise to resolve issues related to the dialer system.

Compliance & Risk Mitigation

• Ensure that the use of the dialer system complies with all relevant laws and regulations.
• Proactively identify technical risks related to the dialer system and implement measures to mitigate these risks.

Collaboration & Team Contribution

• Collaborate with other teams to manage dependencies and interdependencies, ensuring that the department's objectives are met.
• Work closely with programmers, call center managers, and agents to create tools for data collection and analysis, and to implement strategies and recommendations.
• Use strong communication and research skills to provide expertise and insight to different teams and departments.
• Contribute to a high-performance team environment and culture, leveraging coaching techniques to drive a higher quality service.
• Actively seek and provide feedback across a range of stakeholders, leveraging this feedback to consistently improve the department's services.
• Participate in peer reviews, testing, and problem-solving within and across the broader team.

Education and Experience

• Bachelor's degree in mathematics, business, marketing, computer science, or related fields or an equivalent NQF level 7 qualification
• At least 3-5 years of experience in a role involving data analysis or dialler system management, ideally in a banking, finance, or call center setting.
• Working knowledge of data analysis and visualization tools, such as Microsoft PowerBI and Tableau.
• Expert experience with database and spreadsheet software, such as MySQL and Excel.
• Experience performing various forms of online research and a knowledge of or ability to quickly learn data mining tools and techniques.
• Significant attention to detail and an ability to quickly spot and fix problems related to the dialler system.
• Experience working in a team setting and desire to take leadership roles within a team.
• Detail-oriented with a strict attention and appreciation for deadlines

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)