Minimum requirements:

• Grade 12 or equivalent NQF Level 4 Qualification
• National Diploma or equivalent NQF Level 5 Qualification in Information Technology
• MS SQL Server tertiary education and experience is a requirement
• Proficient at MS Office (Excel - advanced) Dialer administration experience is essential
• Knowledge of contact centre systems and processes is essential

Duties will include:

• Develop dialer calling strategies, jobs, and selections set-up, testing, monitoring and verification
• Review and analyse campaign results and adjust to provide maximum performance
• Manage daily dialer campaigns to ensure business strategies are implemented as designed
• Provide feedback and recommendations on dialer/campaign changes to support contact rates and other performance indicators
• Assist in the planning, implementation, maintenance, and monitoring of Dialer systems and its integration with other operating systems
• Provide support to Dialer management with analysing production and efficiency trends. This includes the ability to produce, understand and analyse efficiency or gap reports to recommend process changes/updates.  Track key performance indicators, generate and distribute dialer reports as necessary
• Maintain/updates dialer settings as needed to maximize scheduling in order to cover all operating hours, maximize production (total dials) and efficiency (slot utilization).
• Real time monitoring scheduling adjustments based on contact centre performance and staffing schedule adherence to assure service levels are consistently met.
• Coordinates with IT and vendors in troubleshooting to assure full functionality and systems performance during all hours of operation.
• Provide reporting and performance monitoring to internal departments and customers using data from a SQL Database
• Assist in ad hoc projects that require the analysis of data and metrics
• Analyse and advise management of workflow issues and data integrity problems and offer recommendations on resolution
• Maintain detailed documentation and communicate with team members on project assignments
• Create persuasive presentations using visual representations of data through graphs, charts and models