Dialer Specialist

Blue Label Telecoms


Date: 1 day ago
City: Randburg, Gauteng
Contract type: Full time

Job Purpose

Execute and manage dialler strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet performance targets and business goals.

Key Performance Areas

  • Keep dialer downtime to a minimum and ensure any issues are communicated to IT & management immediately.
  • Manage dialer functionality including blended, inbound and outbound campaigns,
  • Deliver effective dialing strategies to enhance the success of multiple outbound campaigns.
  • Monitoring the team and agent performance through blended/dialer system and maintain maximum productivity with minimum idle time.
  • Hourly performance reporting delivered to the operations teams
  • Providing analysis to the operation manager and team leaders to help increase performance and productivity across the floor.
  • Present, explain and gain support for changes to the dialer strategies or processes based on analysis.
  • Analyse data files and best dialing times to keep the operation as productive as possible.
  • Constant monitoring of agent activity to ensure maximum productivity is achieved.
  • Pacing strategy utilized for campaigns where necessary.
  • Maintenance of dialer templates and provision of these to the business where necessary.
  • Proactive dialer feedback to team leaders to provide an accurate picture of dialer activity.
  • Continually analyze campaign and agent performance to identify opportunities to increase contact rates and subsequent sales.
  • Meet deadlines for reporting and that the reports are accurate and presented to highest standards.
  • Manage stakeholder relationships with onsite and offsite team to ensure dialer is operating optimally


Technical Competencies

  • Ability to oversee the dialing strategy framework and provide thorough feedback.
  • Ability to provide Industry/best practice insights into dialing strategy to facilitate Group performance objectives.
  • The ability to provide insights into campaign strategy
  • Ability to champion challenge dialer practices to optimize penetration and conversion outcomes.
  • Technology insights to achieve team objectives
  • Good tactical insights into Dialer and Campaign Management frameworks to facilitate operational execution
  • Good understanding of productivity and capacity management outcomes
  • Excellent verbal and written communication skills
  • Stakeholder engagement (internal and external)
  • Microsoft office, especially Excel
  • Statistics knowledge and ability to comprehend and analyze dialer-output data
  • Strong analytical skills required, including an extensive understanding of how to interpret department business needs and translate them into operational requirements.
  • Numerically orientated

Behavioural Competencies

  • Business Acumen [ability to make sound decisions]
  • Analytical
  • Results and deadline driven
  • Resilience
  • Teamwork
  • Collaboration
  • Problem solver
  • Interpersonal skills
  • Self-Starter (can work independently)

Education

  • Grade 12
  • Relevant Tertiary qualification (added advantage)

Experience

  • 3 years’ experience on previous dialer knowledge
  • Vicidial experience advantageous
  • Data analytics (SQL Knowledge is advantageous)

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