An exciting opportunity for a Dialer Administrator (Assistant Manager) has just become available in our Utility campaign in Century City.

We are looking for high performance individuals, with exceptional communication skills, to provide our client with a first class service experience in a contact centre environment.

Key Responsibilities:

1. Day to Day Dialer Support and Management
• Cleaning and loading the data onto the dialer
• Reviewing previous days performance to make recommendations on and agreeing, communicating and delivering dialling plan for the day
• Reporting dialer issues to relevant stakeholders and following through to resolution
• Optimise resource and KPI achievement through monitoring and managing real time adherence
2. Contact Strategies
• Review dialer set up and performance on an on-going basis to make recommendations on changes to contact strategies to drive improvements in contact rates and operational performance
• Manage dialer throughout the day to deliver key dialer metrics and adherence to regulatory bodies
• Develop and use operational reports to drive fact based decisions on operational performance and process initiatives
3. File Penetration and Dialer Metrics
• Min 99% attempts on all leads received
• Avg attempts per lead 5
• Connect to dial 50%
• RPC to unique lead 50%
4. Operational Relationship Management
• Delivering data performance KPI’s
• Identify, communicate and implement actions to address any risks to delivery of data/dialler targets
• Support operations with insights on agent performance deviances to expectations
• Track and communicate benefits of changes and initiatives implemented

Working Hours:

The campaign’s operational hours are 10h00an - 20h00pm during the US Winters and 09h00 - 18h00 during the US Summers, Mondays to Friday (work on weekends and Public Holidays may be required).

Qualifications Required:

• Matric/Grade 12 Certificate

Experience, Knowledge, Skills and Attributes Required:

• Minimum of 1 year dialer administrator experience (Genesys would be advantageous)
• Minimum of 1 year experience in the interpretation of call centre analysis
• Proficient in MS Office – Excel advanced
• SQL skills advantageous
• Knowledge of contact centre systems and process’s
• Collections experience advantageous
• Experience in running and completing projects to completion
• Client engagement and presentation experience
• Strong analytical and quantitative skills
• Strong oral and written communication skills
• Strong interpersonal skills
• Anticipates customer needs and ensures that they are met.
• Ability to consolidate and analyse information in order to identify creative new ways of working and innovative solutions to problems
• Ability to package ideas and results in a logical, understandable and compelling way for both technical and non-technical audiences
• Strong relationship management skills
• Able to demonstrate strong communication skills to multiple stakeholders and levels
• Self-motivated and able to work effectively on your own and as part of a team
• Strong sense of ownership, a starter finisher that is passionate about delivering
• Able to identify process efficiencies and use initiative to drive change
• Must be mobile and able to travel locally, as per business requirements