Job Description

The Dialer Administrator is responsible for overseeing the smooth functioning of the Dialer system within the Contact Centre Operations. This includes overseeing campaign loads, dialing frequency, dialing attempts and continuous dialing optimization. The Dialer Administrator will be responsible for ensuring there is a constant workflow for Contact Centre Operations by managing Dialer queues, reports and reporting such results to internal stakeholders.

Key Responsibilities

1. Dialer Optimization


Ensure that the Presence Dialer and Multi-Media services are operating optimally to support the business strategy Liaise with external IT service providers for fault resolution and new implementations Ensure that the dialer is aligned with the business requirements, monitor the performance to deliver the best results Be involved in and contribute to dialing strategy discussions Achieve dialer optimisation by actively monitoring the dialer settings Inform changes to the dialer settings to bring about the best results identification and definition problems

2. Implementing and executing effective operation support strategy


Document technical requirements with clarity to enable correct implementation of the required solution. Campaign monitoring across operational area. 100% adherence to operating standards Produce accurate reports and analysis on campaigns and agent results both the Dialer and the Captiv8 system Analyse and interpret data to resolve and/or escalate potential concerns appropriately and timeously Planning of monthly dialer campaigns according to capacity and number of accounts in-line with collections strategies Processing information and generating knowledgeable communication Daily, weekly, monthly feedback reports on agent, campaign, and overall centre performance Technical assistance to the business

3. Communication


Communicate to all levels that are affected with production issues for the dialer Communicate effectively with all levels of management and those responsible for dialer maintenance, specifically concerning technical issues and system performance concerns Any technical issues to communicate affectively and timeously to resolve the issues and log the call to the necessary parties

Functional and

Behavioural

Competencies

MS Word, MS Excel, MS Outlook, MS PowerPoint Knowledge of contact centre systems and processes Systems knowledge of Captiv8, Presence, Queue Metrics and Capfin BI. Excellent verbal and written communication skills Collaboration Resilience Leadership Information gathering and problem analysis Planning and organizing Quality and detail orientation

Qualifications

Grade 12 with post grad (advantageous) NQF 5 qualification in IT or in a similar field of studies (preferable) Applicants studying towards/completed a bachelor's degree (advantageous)

Experience

Minimum of 3 years' dialler administrator experience (inbound & outbound), preferably working with Presence Suite Minimum of 3 years' experience in a Retail Financial Services environment with background in Collection and Sales processes Minimum of 3 years' experience in the interpretation of call centre analytics BI experience (advantageous)




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