Dialler Administrator - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 28-07-2014 12:13:58 PM
25-08-2014 12:13:58 PM
Take ownership and accountability for the effective strategic and tactical management of the dialer activities. To constantly and passionately pursue initiatives, processes and solutions to further enhance and optimize the Outbound contact centre environments and to assist in playing role in encouraging and building a culture and environment of continuous improvement.

KPI’s:

Co-ordinate dialler and technical support set-up.
Implement best practice management of dialler data.
Load jobs/campaigns.
Live monitoring of agents and constant feedback to management.
Investigate and implement optimised processes to enhance efficiency and production.
Timeously investigate faults and enquiries.
Produce reports to detail dialler campaign effectiveness.
Analysis of reports by interpreting results and by making additional recommendations.
Manage relationships with various stakeholders.
Assist in the alignment of dialler campaigns to sales objectives.
Debrief and review campaigns from a dialler perspective.
Ensure standard operating procedures are in place for dialler management.
Internal training, on the dialler process, at all levels, within the call centre.

Requirements:

Grade 12 or equivalent NQF Level 4 Qualification with Mathematics.
National Diploma or Equivalent NQF Level 5 Qualification in Commerce or Management Information will be an Advantage.

Experience:

Minimum of 3 years dialler administrator experience.
Minimum of 3 years experience in the interpretation of call centre analytics.
1 year's experience of presenting information to management will be an advantage.

Knowledge:

Proficient at MS Office (Excel - advanced).
Knowledge of contact centre systems and processes.
Systems knowledge of Sentrix and Avaya will be an advantage.

Great opportunity with top investment company.