Ignition Group's job vacancy, Career and Recruitment Job title : Dialler Admin/Analyst - Umhlanga jobs in KwaZulu-Natal Job Location : KwaZulu-Natal, Durban Deadline : July 05, 2024 Quick Recommended Links
Description
Dialler Support and Management
- Provide technical assistance and troubleshooting for dialler systems to ensure smooth operations. Address any technical issues promptly to minimize downtime and disruptions.
- Oversee the configuration of dialler settings, including call pacing, campaign setup, and agent assignments. Ensure configurations align with campaign objectives and compliance regulations.
- Regularly monitor dialler performance metrics such as call connect rates, agent productivity, and campaign success. Identify areas for improvement and implement strategies to optimize performance.
- Coordinate the setup and execution of outbound calling campaigns, including scheduling, scripting, and list management. Ensure campaigns are executed efficiently and effectively to meet targets.
- Review previous day's performance to make recommendations and agree on, communicate, and deliver the dialing plan for the day.
- Report dialler issues to relevant stakeholders and follow through to resolution.
- Optimize resource and KPI achievement through monitoring and managing real-time adherence.
Contact Strategies
- Review dialler set up and performance on an ongoing basis to make recommendations on changes to contact strategies to drive improvements in contact rates and operational performance.
- Manage the dialler throughout the day to deliver key dialler metrics and adherence to regulatory bodies.
- Develop and use operational reports to drive fact-based decisions on operational performance and process initiatives.
Operational Relationship Management
- Cultivate positive relationships with key stakeholders, including internal teams, clients, vendors, and third-party service providers. Understand their needs, expectations, and priorities to foster collaboration and alignment.
- Manage relationships with external vendors and service providers involved in supporting operational activities. Coordinate vendor selection, contract negotiations, and ongoing performance evaluations to ensure service quality and value for money.
- Respond promptly to operational issues, escalations, and conflicts that may arise within or between teams. Facilitate discussions, mediate conflicts, and implement solutions to maintain harmony and productivity.
- Monitor the performance of operational relationships, including service level agreements, key performance indicators, and contractual obligations. Identify areas of improvement and implement corrective actions as needed.
- Manage the impact of organizational changes on operational relationships. Communicate changes effectively, address concerns, and ensure smooth transitions.
- Deliver data performance KPIs.
- Identify, communicate, and implement actions to address any risks to the delivery of data/dialler targets.
Requirements
Experience, Knowledge, Skills, and Attributes Required:
- Strong Analytical and Quantitative Skills: Proficiency in analyzing data, identifying trends, and interpreting quantitative information to make informed decisions and recommendations.
- Strong Oral and Written Communication Skills: Ability to communicate effectively and clearly, both verbally and in writing, to convey complex information to diverse audiences.
- Strong Interpersonal Skills: Ability to build and maintain positive relationships with colleagues, clients, vendors, and other stakeholders.
- Demonstrated Communication Skills to Multiple Stakeholders and Levels: Experience communicating complex concepts and ideas to various stakeholders at different organizational levels.
- Self-Motivated and Team Player: Proven ability to work independently with minimal supervision while also collaborating effectively as part of a team to achieve common goals.
- Strong Sense of Ownership: Demonstrated commitment to taking ownership of tasks and projects, seeing them through to completion with attention to detail and quality.
- Starter Finisher Mentality: Enthusiastic and proactive approach to tasks, demonstrating initiative and drive to deliver results within established timelines.
- Passion for Delivering Results: Genuine enthusiasm for achieving objectives and exceeding expectations, with a focus on delivering tangible outcomes and driving continuous improvement.
- Ability to Identify Process Efficiencies: Aptitude for identifying inefficiencies in processes and workflows, and proposing and implementing innovative solutions to streamline operations.
- Initiative to Drive Change: Proactive attitude towards identifying opportunities for improvement and taking the initiative to initiate and drive change initiatives to enhance performance and effectiveness.
We’d love to hear from you if...
- You possess a Matric Qualification.
- You have 3-5 years of experience as a dialler administrator.
- You have a minimum of 2 years of experience in interpreting call center analysis.
- You possess knowledge of contact center systems and processes.
- You have experience in running and completing projects to completion.
- You have the ability to consolidate and analyze information to identify creative new ways of working and innovative solutions to problems.
- You can package ideas and results in a logical, understandable, and compelling way for both technical and non-technical audiences.
- You are able to work flexible hours, including domestic and international shifts.
- SQL knowledge and skill are advantageous.
- Advanced Excel skills are advantageous.
- Experience with Connex CXM Dialler is advantageous.
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