Senior Dialler Administrator at Ignition Group

The role:

• The Ignition Group is a proudly South African investment company focusing on Technology, Media, Telecommunications and Financial services.
• Our employees are always at the forefront of business technology and we count on them to use their knowledge and skills, to move our company from strength to strength.
• A Senior Dialler Analyst/Administrator at the Ignition Group will ensure that the company call centres run as effectively and efficiently as possible. They help manage the company's important dialler system, which routes calls, auto dials, or predictive dials outbound numbers for agents, freeing them up to do the best at their jobs.

The detail:

Key Focus and Duties:

Dialler Support and Management

• Cleaning and loading the data onto the dialler.
• 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.

Experience, Knowledge, Skills and Attributes Required:

• Strong analytical and quantitative skills.
• Strong oral and written communication skills.
• Strong interpersonal skills.
• Able to demonstrate strong communication skills to multiple stakeholders and levels.
• Self-motivated and able to work effectively on your own and as part of a team.
• Strong sense of ownership, a starter finisher that is passionate about delivering.
• Able to identify process efficiencies and use initiative to drive change.

Requirements

We’d love to hear from you if...

• You have a Matric Qualification?
• 4-5 years' Experience as a dialler administrator?
• Minimum of 2 year 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.