About the position
CALLING ALL Contact Centre DIALLER ADMINISTRATORS
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 form part of a successful team and be situated in a bright, arty and busy environment
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 play a key role in managing and developing business campaigns through a blended dialler. The IT & Dialler Administrator will be responsible for optimising performance of the dialler to maximise sales opportunities, and continually analysing campaign and agent performance to identify
opportunities to increase contact rates and subsequent sales as well as ensure all equipment in use are in working order.
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
Desired Skills:
- Dialler Administrator
- IT Administrator
- ViciDial
- ViciDial Administrator
- Dialer Administrator
