Dialler Administrator - Umhlanga, South Africa - Dina Gates (Pty) Ltd on behalf of Finance Company

Description

• A minimum of 2 years' experience in a Dialler Administrator role
• Database experience in working with MySQL, MSSQL etc
• Experience in LINUX, Microsoft BI Tools (SSIS/SSRS/SSAS/PowerBI) will be advantageous
• Intermediate to expert capabilities in Excel
• Matric/Grade 12

• Responsible for optimizing performance of the dialler to maximize sales opportunities
• Continually analyzing campaign and agent performance to identify opportunities to increase contact rates and subsequent sales
• 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

• Umhlanga, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)

• High School (matric) (required)

• Dialler administration: 2 years (required)
• MySQL or MSSQL Database: 1 year (required)
• Excel: 1 year (required)