Dialler Manager - Durban, South Africa - Talksure

Talksure

Verified Company

Durban, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

MAIN PURPOSE OF THE ROLE
Picture yourself at the forefront of driving success for Talksure's sales and customer service teams. Responsible for implementing cutting-edge dialer technology, developing strategies to maximize productivity, and delivering exceptional customer experiences.

Your role is pivotal in driving growth, optimizing campaigns, and providing leadership to a dynamic and high-performing dialer and lead management teams.

If you're up for the challenge of pushing the boundaries of what's possible, this is the job for you

DUTIES AND RESPONSIBILITIES

Ensure that dial strategies are optimised to produce the best results for Talksure campaigns

Develop dial strategy for Talksure, identifying key capabilities required
Ensure that we make optimal use of the technology in place.
Optimise and refine the dialler processes to ensure that the business receives the best dialler experience.

- assess alternative diallers in the market and stay on top of dialler trends
- define strategic dial roadmap to cater for Talksure's strategy and 3-5 year needs
- be the key contact and liaison point for the provider of Talksure's dialler technologies

Build dial team capabilities to support the business effectively
- analyse dialler performance and identify opportunities for improvement
- test alternative diallers to assess opportunities for capability enhancement
- build business case for alternative dialler solutions and/or resources
- work with supplier of dialler software to optimise dialler function and data provided
- advise management on best strategies to maximise use of dialler and lists available
- liaise with Data/BI to ensure correct selection of key data and list creation
- analyse the quantity and quality of leads available, planning calling patterns
- drive increased sales levels and productivity, optimising resource and KPI achievement

Run dial campaigns on a day-to-day basis, ensuring effective business operational support
- proactively manage dialler up-time and dialler / carrier issues, escalating where necessary
- ensure loading of campaign data timeously and accurately according to agreed specifications
- ensure agents are loaded to the right dialler queues timeously and accurately

Put your customer first and ensure that the sales teams have everything they need to be successful.
Optimise campaign and lead management

- optimise dialler in real-time in response to floor performance and campaign requirements
- report on dialler performance, providing accurate and timely dialler analysis and MI

Engage with the IT and Infrastructure teams to ensure optimal performance and monitoring.

- make recommendations to optimise KPIs and enhance campaign success

QUALIFICATIONS AND EXPERIENCE REQUIRED

Matric
A relevant Diploma or Degree would be an added advantage
2 Years' experience managing a Dialler Team within a call centre environment
5 Years' experience working with enterprise level dialler technologies such as Vici Dial, ConnexOne, Genesys

BEHAVIOUR AND COMPETENCIES REQUIRED

Planning and Analysis
Excellent interpersonal relations
Excellent verbal and written communication skills
Attention to detail imperative
Ability to multitask is essential
Able to perform under pressure
Ambitious selfstarter
Take accountability and ownership
Action Orientation
Clearly demonstrate leadership qualities, take ownership.
Understanding the business
Customer centric
Innovative thinking
Process focused
Demonstrate high standards of personal performance, ethics, and integrity
Build professional relationships with peers, colleagues, and internal customers to deliver and exceed targets
Demonstrate high standards of personal
Performance, ethics and integrity
Display energy and commitment in everything you do