Job Description
The purpose of this role is to manage all daily outbound dialer activity & inbound service levels across all multi-functional areas. Analyze real time contact center statistics in order to facilitate actions to meet inbound & outbound service level / sales targets.
Dialer Support
- Create dialing strategies and campaigns in line with company strategy
- Continuously innovate to improve the performance of the dialer
- Liaise with the technical support team regarding dialer irregularities and maintain a high level of customer service
- Implement, control and evaluate calling strategies on the predictive dialer
- Campaign monitoring and troubleshooting
- Ensure compliance is continuously followed by communicating with all supervisors and managers
- Provide ad-hoc duties to the dialer contact centre environment as delegated by management
- Reporting and analysis on dialer performance
- Analysing reports by interpreting results and by making additional recommendations to increase dialer performance.
- Manage relationships and expectations with various campaign managers.
- Debrief and review campaigns from a dialer perspective.
- Internal training on the dialer process at all levels within the call centre is to be provided when required.
Qualifications
- Minimum of 5 year’s dialer administrator experience (Genesys/Avaya would be advantageous)
- Minimum of 5 years’ experience in the interpretation of call centre analytics.
- Proven record of formulating strategies and ability to effectively analyse business data
- Proficient at MS Office (Excel - advanced)
- Knowledge of dialer management/ownership and scenario based capacity planning for outbound
- Experience in developing and implementing strategic dialer projects that bring about system/operational efficiencies.
Attributes and behaviours
- Analytical (production and interpretation) and effective decision maker
- Persuasive, influence and initiate action
- High attention to detail
- Excellence interpersonal and relationship building skills