Dialer Team Leader

Dialer Team Leader

Number of positions: 1

Based in Randburg

Job Summary: The purpose of this role is to build monitor and maintain all outbound dialer activity service levels across all multi-functional areas. Produce real-time performance and productivity data to support the operational management team, focusing on strong performance, quality and compliance standards. Create, analyze and deploy various calling strategies and resolve any issues with the

 

Key Responsibilities:

· Perform daily uploads, downloads, and importing of data

· Create and update dialing strategies and campaigns in line with company strategy and customer expectation.

· Monitor and adjust the performance of the iSON dialer systems

· Accountable for the day-to-day maintenance and running of multiple auto dialers.

· Analyze dialer-output data to identify potential problems and incorporate the insights into the dialer strategy

· Ensure compliance is continuously adhered to by communicating with all supervisors and managers

· Complete other duties as assigned

· Have excellent knowledge in the use of dialers and the application of dialer strategies such as power dialing, progressive dialing and auto dialing

Required skills and Qualifications:

 

· Excellent knowledge of Dialler Management

· Analytical and problem-solving skills

· Exceptional IT skills and knowledge, especially in the use of diallers

· Advanced proficiency in MS Excel and MS office

· Worked in an outbound call centre environment in the Banking, Financial Services and Insurance industry will be added advantage

· At least 5 years in a call-center environment

· Knowledge and experience in using in various dialer technologies

· Basic knowledge of statistics and the application thereof in an outbound contact centre environment