IT Dialler Manager/Administrator

About the position

ENVIRONMENT:

OVERSEE the day-to-day administration of Dialler systems, optimize their performance, and provide analytical support to enhance operational efficiency in Sales & Back-office Departments as the next IT Dialler Manager/Administrator sought by a dynamic Contact Centre. This role requires effective communication and collaboration across departments and clients, along with strong data management skills to ensure the seamless operation of Dialler systems. Applicants will require a suitable Bachelor’s Degree, at least 3 years relevant work experience in a similar role including 1+ years analytics within a data warehouse environment. You must be proficient with SQL, Excel, Linux, Microsoft BI tools with the ability to identify process improvements and implement solutions.

DUTIES:

Dialler Administration and Optimization –

• Manage and optimise Dialler performance to maximize Agent productivity and sales opportunities.
• Continuously analyse Dialler and campaign performance to identify trends and areas for improvement.
• Perform routine maintenance tasks and ensure Dialler systems comply with legislation guidelines.

Data Analysis and Reporting -

• Analyse sales reports and performance data to identify trends, patterns, and insights.
• Develop and deliver high-quality reports to multiple business stakeholders.
• Evaluate, analyse, and fine-tune Dialler parameters and call dispositions for better understanding and efficiency.

Technical and Operational Support -

• Collaborate with internal and external IT vendors for technical issues and equipment procurement.
• Manage and troubleshoot computer hardware and software issues.
• Provide training on IT procedures and software usage to employees.

Strategic Involvement -

• Contribute to the design and implementation of long-term operating models for the Dialler/data area.
• Drive initiatives to improve data penetration, Agent productivity, and operational performance.

Interdepartmental Communication -

• Serve as the primary point of contact for Dialler-related communication across departments and clients.
• Foster productive working relationships and maintain a customer service philosophy within the team.

REQUIREMENTS:

Qualifications –

• Bachelor's Degree in a relevant field.

Experience/Skills –

• Minimum of 3 years of relevant experience in a similar role.
• 1+ Years of experience in analytics within a data warehouse environment.
• Experience with Dialler Administration.
• Proficiency in SQL, Excel, Linux, and Microsoft BI tools.
• Strong experience in Database Management (MSSQL).
• IT Administration, Dialler Management, and reporting.
• Ability to identify process improvements and implement solutions.

Advantageous –

• Knowledge of Python/R.

ATTRIBUTES:

• Excellent communication, interpersonal skills, and adaptability.
• Ability to work under pressure and handle multiple tasks.
• Strong analytical skills and attention to detail.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.

COMMENTS:

When applying for jobs, ensure that you have the minimum job requirements. OnlySA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Apply here [URL Removed] e-mail a Word copy of your CV to [Email Address Removed] and mention the reference number of the job.

Desired Skills:

• IT
• Dialler
• Manager