Dialler Administrator

Dialler Administrator

IT
KZN

Dialler Administrator
  
    • Manage the dialler real time to ensure optimal agent productivity, data penetration and metrics such as connects, DMCs, failed calls, abandonment rates, answer machines detect, customer messaging etc.
    • Work with outsource dialler providers to gain Best Practice and knowledge
    • Increase in data penetration levels
    • Increase in data to DMC conversions
    • Increase in agent productivity and utilisation
    • Responsible for preventing lost opportunities
    • Line monitoring
    • Dispo per Provider
    • Cause value/ Dispo relationship
    • Daily Dialler Performance Monitoring
    • AMM detection efficiency
    • DROP call rate
    • Contribute to the development and implementation of the Dial strategy for each campaign
    • Dialler Issue Management
    • Routine dialler maintenance tasks such as system backups, deployment of necessary upgrades etc
    • Work with various teams to see how best to maximise dialler/ data performance at a campaign level by prioritising campaign jobs whilst maintaining compliance with legislation guidelines
    • Dialler operational tasks such as creating, updating and deletion of
        • users,
        • campaigns
        • call results
        • recycle rules
        • dial queues
 
    • Understand the business processes to effectively support the campaign
    • Ensure effective lead loading of data into the dialler/operation for optimal calling and control by following the standard lead loading procedure
    • Reporting on lead usage
    • Reset metrics where necessary
    • Run Daily/Weekly/ Monthly data/dialler reports
    • Evaluate, analyse, and tune dialler and /or campaign parameters, call dispositions to drive better understanding of the leads data and implement agreed changes based on results
    • Contribute to the production of all required management information for all levels of Telesales management reporting requirements
 
Requirements:
    • Matric + 2 years’ experience in a Dialler Administrator role
    • Database experience in working with MySQL, MSSQL etc
    • Experience in the following tools will be advantageous:
        • Linux
        • Microsoft BI Tools (SSIS/SSRS/SSAS/PowerBI)
        • Intermediate to expert capabilities in Excel