PURPOSE OF THE ROLE

Build, monitor and maintain all outbound activity call sloping strategies. Design, monitor and manage weekly activity campaign schedules. Produce real-time performance and productivity data to support the operational management team, focusing on strong performance, quality and compliance standards. Improve the top-line business decision-making processes by collecting, analysing, and reporting of data on the various campaigns

DUTIES AND RESPONSIBILITIES

• Ensure dialer execution is aligned to all business unit KPI’s
• Automate data loading within the dialer.
• Drive innovation and strategy in the current dialer platform.
• Real time analysis & monitoring of dialer campaigns to ensure compliance and adherence to set KPI’s
• Real time Management of the dialer to ensure optimal agent productivity.
• Identify and communicate any data anomalies or agent behavior issues to Senior Operations Team in real time.
• Dialer Incident Management
• Regular maintenance of the dialer.
• Understanding of client requirements and ensuring the correct Dialer strategy is implemented
• Monitor, analyse & report on the dialer requirements across the various campaigns
• Regular Reporting and updates on lead usage at agent level.
• Drive dialer metrics (Answer Rate/ RPC Rate) to influence conversion to sales.
• Analysis of dialer outputs and results as well as the implementation of changes and improvements.
• Create reports that business can use to monitor metrics and make decisions.
• Analyse Dialer data and share opportunities for improvement.
• Develop and manage strategy to run outbound campaigns, ensuring the saturation and penetration targets are achieved
• Collaborate with internal and external partners to maximize achievement of business goals

QUALIFICATIONS AND EXPERIENCE REQUIRED

• Matric / Grade 12
• A relevant certificate or diploma is preferred
• Minimum of 3 - 5 years of experience as a Dialer administrator in a Contact Centre is required
• Familiarity with reporting to a sales and service Operations.
• 2-3 years’ experience working as a Dialer administrator in a sales Outbound Contact Center.
• Experience in working with Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI)
• Experience in working MySQL
• Expert capability in Microsoft Excel
• Knowledge of business processes and functional area
• Experience in estimating solution development and delivering solutions against those estimates

BEHAVIOURAL AND COMPETENCY REQUIRED

• Strong interpersonal skills with the ability to build and maintain professional relationships
• Excellent analytical skills
• Strong written and oral communication
• Ability to work in a fast-paced industry and handle pressure well.
• Ability to coordinate and multitask.
• Problem solving and follow through
• Analytical Thinker
• Takes ownership & accountability.
• Results-orientated & perseverance
• Resilient and adaptability to change
• Structured & process driven
• Innovative and creative

CallForce Direct is a specialised Call Centre recruitment company focusing on human development and empowerment of South Africans within the Call Centre environment.