Dialler Specialist

SUMMARY:
National Debt Advisor is looking for a Dialler Specialist to join their team!!!

Description: 
Key performance areas: 

• To manage all outbound and inbound administration functions on the telephony platform  
• Liaise with IT for fault resolution and new implementations. 
• Develop and execute dialler strategies. 
• Collate and present dialler and CRM results to Mid – Senior Stakeholders 
• Ensure dialler execution is aligned to all business unit KPI’s. 
• Automate data loading within the dialler. 
• Facilitate operational Tableau & Power BI reporting linked to dialler performance and CRM. 
• Drive innovation and strategy in the current dialler platform  
• Identify and communicate any data anomalies or agent behaviour issues. 
• Drive dialler metrics (Answer Rate/ RPC Rate) to influence conversion to sales. 
• Oversee all communication channels on Freshdesk (Tickets, WhatsApp, SMS) 
• Run A/B test on contact strategies.  

• Grade 12  

• 3-4 years’ experience as a Dialler Specialist/Dialler Administrator 
• 3-4 years' Experience with Vicci platform or similar dialler platform 
• Experience managing multiple campaigns. 
• Experience in working with data (SQL) and producing analytical reporting. 
• Experience working with Tableau & power BI  or similar data visualization tools. 
• Minimum 3 years' experience within a Debt Review / Financial Services environment where multiple products/campaigns are managed. 
• Minimum of 3 years' experience in working on campaigns specific to new business and Collections departments 

• Experience in working with Cold Calling data and collections environments  
• Exposure or experience in developing digital channel contact strategies (such as WhatsApp/Messenger)  

• Vicci dialler /dialler platform 
• Excel (Intermediate – Advanced) 
• Tableau/similar visualization tool 
• SQL  
• WhatsApp for Business  
• Fresh desk/ Ticketing platform  

POSITION INFO:
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