Description:
Minimum requirements: (Qualifications and Experience)
Grade 12 Proficient in MS Office Proficient in MS PowerPoint Relevant Tertiary qualification (added advantage) Numerically orientated Advanced proficiency level with Microsoft Excel Basic statistics knowledge Nobel University
Job description:
Keep dialer downtime to a minimum and ensure any issues are communicated to IT & General Management immediately. Create a dashboard of unique campaign performance metrics, set performance benchmarks/thresholds and monitor and report back on outcomes. Manage dialer functionality including blended, inbound and outbound campaigns. Deliver effective dialing strategies to enhance the success of multiple outbound campaigns. Monitoring the team and agent performance through blended/dialer system and maintain maximum productivity with minimum idle time. Daily performance reporting delivered to the operation. Optimize call abandon rate. Oversee average call duration and identify anomalies for further investigation and review. Providing analysis to the Operations Leadership help increase performance and productivity across the floor. Present, explain and gain support for changes to the dialer strategies or processes based on analysis. Analyze data files and best dialing times to keep the operation as productive as possible. Constant monitoring of agent activity to ensure maximum productivity is achieved. Pacing strategy utilized for campaigns where necessary. Maintenance of dialer templates and provision of these to the business where necessary. Proactive dialer feedback to Team Managers to provide an accurate picture of dialer activity. Continually analyze campaign and agent performance to identify opportunities to increase contact rates and subsequent rpc’s. Meet deadlines for reporting and that the reports are accurate and presented to highest standards.
Required work minimum experience;
3 years previous Dialler knowledge or 3 years Risk (Campaign) knowledge
Technical and behavioral competencies required:
Technical:
Ability to oversee a Retail OR Bank OR Specialized Lending OR Telco OR Public Sector dialing strategy framework, and provide campaign insights to validate vertical strategy. Good knowledge and understanding of: Collections National Credit Act Debt Collector Act Ability to define own contribution in the context of overall business performance. Ability to provide Industry/best practice insights into dialing strategy to facilitate Grou...
20 Jan 2022;
from:
gumtree.co.za