Purpose of the Role:

Maximize Agent Productivity And Campaign Performance Through Effective Management Of The Dialler System.

Dialler and Campaign Optimization:

• Monitor dialler performance metrics such as Dialler Strategies, call connect rates, agent productivity, and campaign success.
• Identify areas for improvement and implement strategies to optimize performance.
• Monitor real-time and historical performance metrics to identify opportunities for improvement
• Review previous day's performance to make recommendations and agree on, communicate, and deliver the dialling plan for the day.
• Oversee the configuration of dialler settings, including call pacing, campaign setup, and agent assignments. Ensure configurations align with campaign objectives and compliance regulations.
• Continuously monitor and adjust campaigns based on performance data and feedback.
• Responsible for the overall maintenance and running of the dialer system.
• Troubleshoot and resolve any issues related to the dialler system promptly

Data Analysis and Reporting:

• Generate regular reports on dialler performance, campaign effectiveness, and team productivity.
• Generate and analyse reports on dialler performance, agent productivity, and campaign results to drive data-driven decision-making.
• Generate dashboards to provide insights into dialler performance, campaign effectiveness, and ROI.

Technical Liaison:

• Act as the primary point of contact between the dialler team and IT/support teams.
• Coordinate with technical teams to ensure the dialler system is maintained and updated as needed.
• Manage relationships with dialler software vendors and service providers.

Customer Interaction Management:

• Develop and implement strategies to improve customer contact and interaction quality.
• Ensure the dialler system supports personalized and customer-centric communication.
• Monitor customer feedback and address any issues related to dialler interactions.

Innovation and Continuous Improvement:

• Stay informed about new dialler technologies and industry best practices.
• Identify opportunities for innovation and process improvement within dialler operations.
• Lead initiatives to implement new technologies and optimize existing systems.

Compliance and Quality Assurance

• Implement and monitor quality assurance processes to maintain high standards of service.
• Stay updated with changes in regulations and adjust dialler settings and processes accordingly.
• Responsible for all Dialer Compliance and Controls across the business.

Key Competencies

• Proficiency in analysing data, identifying trends, and interpreting information to make informed decisions and recommendations.
• Ability to communicate effectively and clearly, to convey complex information to diverse audiences.
• Ability to build and maintain positive relationships with colleagues, clients, vendors, and other stakeholders.
• Demonstrated commitment to taking ownership of tasks and projects, seeing them through to completion with attention to detail and quality.
• Starter Finisher Mentality: Enthusiastic and proactive approach to tasks, demonstrating initiative and drive to deliver results within established timelines.
• Passion for Delivering Results: Genuine enthusiasm for achieving objectives and exceeding expectations
• Ability to Identify inefficiencies in processes and workflows and proposing and implementing innovative solutions to streamline operations.

Qualifications and Experience

• A relevant certificate or diploma is preferred.
• Minimum of 5 years of experience as a Dialer Manager in a Contact Centre is required.
• Minimum of 2 years of experience in interpreting and analysing call centre data
• Experience working on Connex One platform or similar dialer platform.
• Expert capability in Microsoft Excel
• Experience in working with the following tools: Microsoft BI Tools (SQL a must)
• Experience working data visualization tools.
• Possess experience in all stages of project work (requirements, design, implementation, testing and deployment)