Description:
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 goalsQUALIFICATIONS 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
19 Aug 2022;
from:
gumtree.co.za