CALLING ALL Contact Centre DIALLER ADMINISTRATORS
Reference: DBN000803-AD-1
Our client is looking for a Dialler Administrator to form part of their forward-thinking and visionary IT department in Constantia Kloof, Roodepoort. You will be situated in a bright, arty and busy environment and be part of a successful team.
As the IT & Dialler Administrator, you will play a crucial role in ensuring the smooth and efficient operation of our office environment, supporting a staff contingency of 60+ individuals. Your responsibilities will encompass both administrative and technical aspects, making you an integral part of our team. You will manage and develop business campaigns through a blended dialler, optimise performance to maximise sales opportunities, and continually analyse campaign and agent performance to identify opportunities for improvement.
Duties & Responsibilities
JOB RESPONSIBILITIES:
- Manage the dialler real time to ensure optimal agent productivity, data penetration, and metrics such as connects, DMCs, failed calls, abandonment rates, 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 data penetration levels and DMC conversions.
- Responsible for preventing lost opportunities and monitoring daily Dialler performance.
- Contribute to the development and implementation of the dial strategy for each campaign.
- Manage dialler operational tasks such as creating, updating, and deleting users, campaigns, call results, and rules.
- Evaluate, analyse, and tune dialler and/or campaign parameters to drive better understanding of leads.
- Manage and troubleshoot computer hardware and software issues for employees.
- Train employees on basic IT procedures and software usage.
- Conduct routine and ad-hoc stock takes of IT hardware, software, and related equipment.
MINIMUM QUALIFICATIONS AND EXPERIENCES
- Matric
- +3 years’ experience working with ViciDial or similar dialler applications (e.g., Real Connect, Touchstar, Genesys)
- Database experience working with MySQL, MSSQL
- 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 skills
- Strong interpersonal skills
- Outcomes-oriented
- Adaptability and flexibility in deliverables
- Ability to work under pressure
Package & Remuneration
Monthly
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