Main purpose

Ensure that the Presence Dialler system is optimally utilized within the respective Group Operations Divisions. Creates, coordinates and maintains dialler strategies to support Customer Operations.


Key Responsibilities

• Align dialler campaigns to business processes and requirements;
• Align dialler campaigns to existing customer management processes;
• Regular post implementation reviews of campaigns and with change proposals where necessary;
• Identify Call Blending Management opportunities;
• Ensure that Dialler processes are documented and are up to date with latest Dialler activities;
• Analysis of reports by interpreting results and making additional recommendations to enhance the results achieved. Emphasis will be placed on phone strategies, Presence dialler strategies, campaign prioritisation, algorithms;
• Ensure that activity log is maintained by Dialler administrators and to report on anomalies or success within a particular time range;
• Project support role where required by Manager or business.
Key Competencies
• Good understanding of the importance of an ever improving ratio aimed at reducing the cost of doing business while at the same time increasing the output of the contact centre environment;
• Delivering results and meeting customer expectations;
• Deciding and initiating action;
• Persuading and influencing;
• Ability to analyse numerical and business data.

Minimum Requirements/ Experience

• Must have a Senior Certificate – Grade 12.
• Must have min 3 to 5+ years’ experience within the Presence dialler environment.
• Scenario based capacity planning – outbound.
• Tableau and SQL report writing would be advantageous.
• Diploma or certificate in Statistics and or workforce planning would be advantageous.