SUMMARY:
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POSITION INFO:
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)
