Dialer Administrator

The main purpose of the role is to Execute and manage dialer strategy for defined verticals/multiple teams to ensure campaigns are penetrated optimally to meet new vertical strategy and client scorecard parameters. Ensure individual attainment of minimum (defined) dialer performance contribution to required vertical and/or principal portfolio/s

Minimum requirements: (Qualifications and Experience)

• Grade 12
• Proficient in MS Office
• Proficient in MS PowerPoint
• Relevant Tertiary qualification (added advantage)
• Numerically orientated
• Advanced proficiency level with Microsoft Excel
• Basic statistics knowledge
• Nobel University

Job description:

• Keep dialer downtime to a minimum and ensure any issues are communicated to IT & General Management immediately.
• Create a dashboard of unique campaign performance metrics, set performance benchmarks/thresholds and monitor and report back on outcomes.
• Manage dialer functionality including blended, inbound and outbound campaigns.
• Deliver effective dialing strategies to enhance the success of multiple outbound campaigns.
• Monitoring the team and agent performance through blended/dialer system and maintain maximum productivity with minimum idle time.
• Daily performance reporting delivered to the operation.
• Optimize call abandon rate.
• Oversee average call duration and identify anomalies for further investigation and review.
• Providing analysis to the Operations Leadership help increase performance and productivity across the floor.
• Present, explain and gain support for changes to the dialer strategies or processes based on analysis.
• Analyze data files and best dialing times to keep the operation as productive as possible.
• Constant monitoring of agent activity to ensure maximum productivity is achieved.
• Pacing strategy utilized for campaigns where necessary.
• Maintenance of dialer templates and provision of these to the business where necessary.
• Proactive dialer feedback to Team Managers to provide an accurate picture of dialer activity.
• Continually analyze campaign and agent performance to identify opportunities to increase contact rates and subsequent rpc’s.
• Meet deadlines for reporting and that the reports are accurate and presented to highest standards.

Required work minimum experience;

• 3 years previous Dialer knowledge or 3 years Risk (Campaign) knowledge

Technical and behavioral competencies required:

Technical:

• Ability to oversee a Retail OR Bank OR Specialized Lending OR Telco OR Public Sector dialing strategy framework, and provide campaign insights to validate vertical strategy.
• Good knowledge and understanding of:
• Collections
• National Credit Act
• Debt Collector Act
• Ability to define own contribution in the context of overall business performance.
• Ability to provide Industry/best practice insights into dialing strategy to facilitate Group performance objectives.
• Provide insights into client financial levers (IPM, GP, and Revenue.
• The ability to provide insights into campaign strategy (Next Generation).
• Ability to champion challenge dialer practices to optimize portfolio penetration and conversion outcomes.
• Technology insights to achieve team objectives.
• Good tactical insights into Dialer and Campaign Management frameworks to facilitate operational execution.
• Above average ability to present insights to key stakeholders.
• Good understanding of productivity and capacity management outcomes in an unsecured, low value, high volume collection and recovery environment.
• MS Office skills.
• Excellent verbal and written communication skills.
• Stakeholder engagement (internal and external).
• Microsoft office, especially Excel and PowerPoint.
• Basic statistics knowledge and ability to comprehend and analyze dialer-output data.
• Strong analytical skills required, including an extensive understanding of how to interpret dialer outputs against key business operational and financial metrics