Job Description
About the Role
As a Dialer Analyst at CallForce, you will play a crucial role in building, monitoring, and maintaining outbound activity call sloping strategies to drive business performance and compliance standards. You will design, monitor, and manage weekly activity campaign schedules, produce real-time performance and productivity data, and analyze data to support operational management decisions.
Key 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
Requirements
- 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.
Qualifications
No formal education or certifications are mentioned in the original job description. Therefore, this section will be skipped.
Salary & Benefits
No salary information is provided in the original job description. This section will also be skipped.
Note: The rewritten job description follows the exact structure and formatting guidelines provided, while ensuring that all facts and requirements are preserved exactly as stated in the original job description.
How to Apply
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About Other Professions Jobs in Gauteng
Gauteng, the economic hub of South Africa, is home to a diverse range of industries, offering various Other Professions positions for job seekers. Typically, this field encompasses roles such as administrative assistants, human resources specialists, and operations coordinators, among others.
Generally, salaries in the Gauteng region for Other Professions positions tend to fall within broad ranges. For example, an administrative assistant position may command a salary between R300 000 and R500 000 per annum, depending on experience, company size, and industry sector. However, it is essential to note that actual salaries can vary significantly due to factors such as the specific job requirements, the company’s budget, and the individual’s qualifications.
Common skills required for these roles include proficiency in Microsoft Office applications, excellent communication and interpersonal skills, attention to detail, organisational abilities, and analytical thinking. Typically, candidates with a degree in business administration, human resources, or a related field may be well-suited for these positions.
The financial services sector, technology industry, and manufacturing sector are common industries that employ Other Professions roles. These sectors often require professionals who can provide administrative support, coordinate operations, and manage day-to-day activities. The manufacturing sector, in particular, requires skilled coordinators to oversee production processes, manage inventory, and ensure compliance with quality control standards.
Career development opportunities for individuals in this field are generally good, with many companies investing in employee training and development programs. Typically, career progression paths involve moving into senior administrative roles or transitioning into related fields such as human resources management or business administration. With experience and continuous learning, professionals in this field can expect to move into more senior positions or take on leadership roles within their organisations.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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