OMF Dialler Specialist at Old Mutual

Job Description

This role will manage the dialler and workforce. Build, maintain and update Productivity, Sales Leads and Statistical Reports. Emphasis will be placed on phone strategies, dialler strategies, campaign prioritization, and algorithm management within a Sales environment.

This role will manage the dialler and workforce. Build, maintain and update Productivity, Sales Leads and Statistical Reports. Emphasis will be placed on phone strategies, dialler strategies, campaign prioritization, and algorithm management within a Sales environment.

Budget Control

• Manages an operational budget.

Operational Delivery

• Accountable for delivery of dialler efficiency and sales delivery within a specific functional area.

• Dialler implementation across the business and management of dialler system.

• Extensive experience in day to day management of Dialler administration.

• Manages daily operational (sales and or administrative) delivery within specific functional area.

• Align dialler campaigns to business processes and requirements

• Align dialler campaigns to existing customer management processes

• Ensure that Dialler processes are documented and are up to date with latest Dialler activities

• WFM management

• Daily Reports and Statistics management

• The individual needs to manage a small compliment of staff

Quality Assurance

• Delivers maintains and enhances service / work standards and work quality within a given process.

• Ensures daily processing complies with all appropriate product and legislative rules and requirements.

• Regular post implementation reviews of campaigns and with change proposals where necessary

• Ensure that activity log is maintained by Dialler administrators and to report on anomalies or success within a particular time range

Relationship Building

• Builds and manages external relationships.

• Establishes and maintains relationships with internal stakeholders.

Team Effectiveness

• Balances own priorities with directing and motivating others.

• Creates a climate for optimal performance.

• Guides and directs staff to achieve operational excellence standards.

• Individually accountable for staff time tasks and output quality over periods of up to 3 months.

• Manages performance.

• Project support role where required by Manager or business

Strategy

• Identify Call Blending Management opportunities

• Analysis of reports by interpreting results and making additional recommendations to enhance the results achieved.

• Emphasis will be placed on phone strategies, dialler strategies, campaign prioritization, and algorithm management.

• Manage dialler optimisation in multiple departments of Old Mutual

Minimum Requirements

• Matric plus 1st level management development programme.

• Technical knowledge.

• Dialler Experience

• 4 years management experience.

• SQL

• API Knowledge

• Intermediate Microsoft Excel

• Campaign/Lead Management experience

• Visio

• Build, maintain and update reports

• Data Analytics

Competencies

• Collaboration (Relating)

• Leading with Influence

• Customer First

• Execution

• Strategic

• Innovation (Perspective)

• Personal Mastery (Learning)