Job Summary
Day-to-day administration and monitoring of the workload distribution system. Focusing on the dialler application, including the creation of dialling campaigns, calling lists, filters, reports, and list strategies using real-time monitoring.
Key Performance Areas
- Operational / System Monitoring
- Monitoring Agents Performance
- Technical Coordinating and Testing
- Reporting and Administrative Support
Key Tasks
- Operational / System Monitoring
- Implement and manage daily dialler campaigns to ensure business calling strategies are as per strategy spec provided by the business client.
- Manage dialler settings as needed to maximize call centre production to ensure business are in line with their respective KPI’s.
- Completing system audits and analysis on dialler features.
- Improves efficiency of system, reporting and daily processes and procedures.
- Create and deliver scheduled and ad-hoc reporting for management team, business clients, and key stakeholders.
- Monitoring Agents Performance
- Real-time monitoring and providing feedback / recommendations on dialler/campaign changes to support contact rates and other KPI indicators to assure service levels are consistently met.
- Real-time agent status time monitoring to ensure that agent utilization and productivity from a Dialler perspective is optimum.
- Monitor and analyse campaign results / data and adjust dialler calling efforts to provide maximum performance. This includes the ability to produce, understand and analyse efficiency or gap reports to recommend process changes/updates. Track key performance indicators, generate, and distribute dialler reports as necessary.
- Identifying and resolving problems experienced by the business clients whilst providing feedback accordingly.
- Technical Coordinating and Testing
- Coordinates testing efforts before they reach production.
- Ensures issues are identified, tracked, reported on, and resolved in a timely manner.
- Work closely with business client’s to identify required Dialler Strategy changes.
- Communicates needed changes to respective business IT team.
- Coordinates with IT and vendors in troubleshooting to assure full functionality and systems performance during all hours of operation.
- Possesses a good understanding of databases and SQL.
- Able to perform analytics on data.
- Reporting and admin support
- Must be able to create and document processes and procedures relating to the dialler.
Qualifications
- Matric
- IT Degree/Diploma or equivalent qualification
Experience
- Minimum 3 years’ experience working on a Vicidial.
- Experience in managing multiple campaigns
- Experiencing in working with data and producing analytical reporting
- Experience in analysing reports and recommendations to management
- Experience within a sales or financial services environment
- Experience in liaising with external service providers and 3rd party management
- Knowledge of contact centre systems and processes will be an advantage
- System knowledge of Opengate and Avaya will be an advantage
- Experience working with SQL
- Previous experience working on the Microsoft SQL 2008 and above
Skills and Knowledge
- Excellent communication skills – (both spoken and written)
- Problem solving skills
- Excellent time management and organizational skills
- Strong analytical skills
Attributes
- Excellent attention to detail
- Able to work independently
- Self-motivated
- Ability to work under pressure
- Honest, Humble and Hardworking
Work Location: In person
