Johannesburg: Senior Campaigns Analyst / Collections Recoveries Analyst/Portfolio Analyst / Manager (Banking / Collections Agency)

About the Role

A leading digital bank in South Africa is seeking a Senior Campaigns Analyst / Collections Recoveries Analyst/Portfolio Analyst / Manager to join the team in Sandton. The ideal candidate will have a strong analytical mindset, excellent communication skills, and experience in dialer management.

Key Responsibilities

• Keep dialer downtime to a minimum and ensure all issues are communicated to IT & management immediately.
• Manage dialer functionality including blended, inbound and outbound campaigns.
• Deliver effective dialing strategies to enhance the success of multiple outbound campaigns.
• Monitor the team and agent performance through blended/dialer system and maintaining maximum productivity with minimum idle time.
• Provide hourly performance reporting delivered to the operations teams.
• 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.
• Constantly monitor agent activity to ensure maximum productivity is achieved.
• Maintain dialer templates and provision of these to the business where necessary.
• Continually analyze campaign and agent performance to identify opportunities to increase contact rates and subsequent sales.
• Meet deadlines for reporting and that the reports are accurate and presented to highest standards.
• Manage stakeholder relationships with onsite and offsite team to ensure dialer is operating optimally.

Requirements

• Ability to oversee the dialing strategy framework and provide thorough feedback.
• Ability to provide Industry/best practice insights into dialing and campaign strategy.
• Ability to champion challenge dialer practices to optimize penetration and conversion outcomes.
• Technology insights to achieve team objectives.
• Good tactical insights into Dialer and Campaign Management frameworks to facilitate operational execution.
• Excellent verbal and written communication skills.
• Stakeholder engagement (internal and external) expertise in Microsoft office, especially Excel.
• Strong analytical skills required, including an extensive understanding of how to interpret department business needs and translating them into operational requirements.
• Numerically orientated.

Qualifications

• Grade 12
• Relevant Tertiary qualification

Salary & Benefits

• Not specified