MI Dialler Analyst

SUMMARY:
Our client, a market leader in customer service outsourcing, currently see a MI Dialler Analyst/Administrator, who will responsible for administering day-to-day operations of the dialler.

POSITION INFO:

Job Purpose:

The MI Dialler Analyst is responsible for administering day-to-day operations of the dialler.  Managing the dialler system that controls the flow of Outbound and Inbound Calls to customers. Managing campaign specific data and the requirements of the campaign, and providing reporting to Operations and collaborating with line of business management to determine overall strategy.

Minimum Job Requirements:

• Matric.
• At least 5 years relevant experience, working in a Dialler position.
• Previous experience in a similar role.

Main Responsibilities:

• Ensure the complete optimisation of dialler function as well as best use of data provided.
• Provide accurate dialler analysis and MI, making recommendations for optimising KPIs and enhancing campaign success as it relates to the dialler.
• Ensure that this MI is accurate and timely – and is understood by all stakeholders.
• Advise senior management on best strategies to maximise use of the dialler.
• Liaise with colleagues in Operations to ensure correct selection of key data and creation of dialling lists for outbound campaigns.
• Analyse the quality and quantity of leads available to use across campaigns, planning monthly calling patterns appropriately, forecasting data usage and providing recommendations for data procurement and/or enrichment.
• Provide forecasting and planning requirements/schedules for new campaigns and liaise with other departments to ensure all areas are aligned.
• Efficiently set up new campaigns as and when needed.
• Deliver effective dialling strategies to enhance the success of multiple outbound sales campaigns.
• Report and present on performance linkages to both data and dialler strategies.
• Optimise resource and KPI achievement through monitoring and managing real-time adherence.
• Drive increased performance and productivity through use of the dialler system and associated tools and software.
• Identify possible needs for improvement in processes, learning and systems and refer them to senior management.
• Be the key contact and liaison point for the supplier of their dialler technology and relevant data suppliers for outbound data procurement when relevant.
• Build professional relationships with peers, colleagues, clients and service providers across the entire business to deliver and exceed targets.
• Demonstrate the ability to change focus quickly to support the needs of the business – including covering for other roles where required.
• Keep abreast and be familiar with government regulation on data for client, country and industry.
• Ensure all data and dialler activities are fully compliant with all relevant regulatory bodies as they relate to existing and future campaigns.

Key Competencies:

• Ability to conduct data mining from large databases using SQL tools, business intelligence platforms and Excel.
• Commitment to excellence and demanding standards.
• Use of business insight to drive performance.
• Pro-active attitude which demonstrates creative innovation, drive and initiative.
• Ability to work under pressure, multi-task and deliver.
• A keen interest to learn new skills while improving personal development.
• Desire and willingness to learn new systems, diallers, and tools.
• Attention to detail with the ability to recognize and solve problems, whilst seeing the big picture.
• Ability to think critically about problems and provide suggested solutions with relevant metrics and stats to back up the suggested solution.
• Exceptional problem solving and analytical skills with the ability to maintain the highest standard of integrity, accuracy and precision.

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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