We are seeking an experienced Dialler Manager to join our team in Cape Town. The successful candidate will be responsible for managing the dialer platform and ensuring that our outbound campaigns are executed efficiently and effectively.Duties:Manage dialler and telephony systems within the call center to optimize call campaigns and Agent productivity.
Building data queries using Google Sheets (SQL processes, triggers and SSIS packages is an advantage)
Building daily reports on campaigns for previous days using SQL, Excel and ICBM.
Analyse dialler results in real-time for agents and recommends changes to current process.
Communicate any dialler issues with management and vendor.
Compile monthly report for numbers pack and submit to manager.
Set up various alerts to identify specific areas of concern.
Monitor outbound/ campaigns for optimal staffing levels.
Optimize dialler attributes that are suitable to defined campaigns.
Monitor campaign results real time and make adjustments to improve efficiencies.
Optimize dialler pacing to achieve balance between idle and dropped calls.
Requirements:BSc. Computer Sciences or National Diploma in IT
2 years of experience as a Data/Dialler administrator in a Contact Centre
2 years of experience with dialer softwares (ViCiDial)
2 years of experience working with data tools such as Excel, Google Sheet, Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI), etc.
2 years of experience managing labour relation issues such as time & attendance, poor work performance, etc.
Strong attention to detail and the ability to multitask
Ability to work independently, as well as collaboratively with internal and external stakeholders
Industry
Marketing & Advertising
Employment Type
Full-time
Job Type: Full-time
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Ability to commute/relocate:
- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (Required)
