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Johannesburg: Dialer Analyst posted by CallForce

Date 2024-11-24
Job Title Dialer Analyst
Employer CallForce
More Information
Salary 0
Category Professions
Location Gauteng
/ Johannesburg

Job Summary

PURPOSE OF THE ROLE

Build, monitor and maintain all outbound activity call sloping strategies. Design, monitor and manage weekly activity campaign schedules. Produce real-time performance and productivity data to support the operational management team, focusing on strong performance, quality and compliance standards. Improve the top-line business decision-making processes by collecting, analysing, and reporting of data on the various campaigns

DUTIES AND RESPONSIBILITIES

  • Ensure dialer execution is aligned to all business unit KPIs
  • Automate data loading within the dialer.
  • Drive innovation and strategy in the current dialer platform.
  • Real time analysis & monitoring of dialer campaigns to ensure compliance and adherence to set KPIs
  • Real time Management of the dialer to ensure optimal agent productivity.
  • Identify and communicate any data anomalies or agent behavior issues to Senior Operations Team in real time.
  • Dialer Incident Management
  • Regular maintenance of the dialer.
  • Understanding of client requirements and ensuring the correct Dialer strategy is implemented
  • Monitor, analyse & report on the dialer requirements across the various campaigns
  • Regular Reporting and updates on lead usage at agent level.
  • Drive dialer metrics (Answer Rate/ RPC Rate) to influence conversion to sales.
  • Analysis of dialer outputs and results as well as the implementation of changes and improvements.
  • Create reports that business can use to monitor metrics and make decisions.
  • Analyse Dialer data and share opportunities for improvement.
  • Develop and manage strategy to run outbound campaigns, ensuring the saturation and penetration targets are achieved
  • Collaborate with internal and external partners to maximize achievement of business goals
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QUALIFICATIONS AND EXPERIENCE REQUIRED

  • Matric / Grade 12
  • A relevant certificate or diploma is preferred
  • Minimum of 3 – 5 years of experience as a Dialer administrator in a Contact Centre is required
  • Familiarity with reporting to a sales and service Operations.
  • 2-3 years experience working as a Dialer administrator in a sales Outbound Contact Center.
  • Experience in working with Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI)
  • Experience in working MySQL
  • Expert capability in Microsoft Excel
  • Knowledge of business processes and functional area
  • Experience in estimating solution development and delivering solutions against those estimates

BEHAVIOURAL AND COMPETENCY REQUIRED

  • Strong interpersonal skills with the ability to build and maintain professional relationships
  • Excellent analytical skills
  • Strong written and oral communication
  • Ability to work in a fast-paced industry and handle pressure well.
  • Ability to coordinate and multitask.
  • Problem solving and follow through
  • Analytical Thinker
  • Takes ownership & accountability.
  • Results-orientated & perseverance
  • Resilient and adaptability to change
  • Structured & process driven
  • Innovative and creative

Dialer Analyst position available in Gauteng, Johannesburg. This job position was posted by CallForce. The job has been posted as a premium ad on 2024-11-24 at 13:29:26 in the Professions category

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Johannesburg: Dialer Analyst posted by CallForce

PURPOSE OF THE ROLEBuild, monitor and maintain all outbound activity call sloping strategies. Design, monitor and manage weekly activity campaign schedules. Produce real-time performance and productivity data to support the operational management team, foc


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Dialer Analyst

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