Contact Centre Dialler & IT Administrator

*JOB RESPONSIBILITIES:*

• 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
• Contribute to the design and implementation of a long-term operating model for Dialler/Data area
• Increase in data penetration levels
• Increase in data to DMC conversions
• Increase in agent productivity and utilisation
• Responsible for preventing lost opportunities
• Line monitoring
• Daily Dialler Performance Monitoring
• AMM detection efficiency
• Contribute to the development and implementation of the dial strategy for each campaign
• Dialler Issue Management
• Monitoring activities to target 100% dialler availability
• Routine dialler maintenance tasks such as system backups and development of necessary upgrades etc.
• 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:

o Users,

o Campaigns

o Call results

o Recycle rules

o Dial rules

• Understand the business processes to effectively support the campaign
• Set recycling rules
• 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 dialler/data reports
• Evaluate, analyse and tune dialler and/or campaign parameters, call dispositions to drive better understanding of the leads and implement agreed changes based on results.
• Contribute to the production of all required Management for all of telesales management Reporting requirements
• Manage and troubleshoot computer hardware and software issues for employees
• Install, configure, and update software applications on workstations as required
• Set up new employee workstations and user accounts, ensuring proper access rights and permissions
• Collaborate with internal & external IT vendors to address complex technical issues or procure necessary equipment
• Train employees on basic IT procedures and software usage.
• Continually maintain an updated asset register
• Quickly identify and address IT and Office-related challenges, implementing solutions to minimize disruptions
• Propose process improvements to enhance office efficiency and user experience
• Support the business operations in the following areas:

o Data penetration

o Call Routing to drive costs down

o Dialler availability (uptime)

o Data availability

o Reporting

- Encourage and maintain a customer service philosophy within the dialler team with business

stakeholders.

• Through attention to detail, maintain an exceptional level of quality in all work completed.
• Maintain functional & productive working relationships with all individuals.
• Continually look to improve resource requirements & advise the dialler Manager of inefficiencies as they are encountered and work toward continuous improvement of systems that best serve business.
• Conduct routine and ad-hoc stock takes of IT hardware, software, and related equipment.
• Execute the formatting and setup of computers by installing and configuring operating systems, software applications, and drivers according to organizational standards

*MINIMUM QUALIFICATIONS AND EXPERIENCES*

• Matric
• +3 years experience working with ViciDial or similar dialler applications e.g, Real Connect, Touchstar, Genesys etc
• Database experience working with MySQL , MSSQL etc
• Intermediate to expert capabilities in Excel

Experience in the following tools will be advantageous:

• Linux
• Microsoft BI tools (SSIS/ SSRS/SSAS/ PowerBI)
• Python/R

*BEHAVIOURAL AND COMPETENCIES REQUIRED*

• Professional
• Logical
• Analytical
• Strong written and oral communication in a fast- paced, ever changing environment
• Strong interpersonal skills with the ability to build and maintain professional relationships
• Outcomes orientated
• Adaptability and flexibility in deliverables
• Ability to work under pressure