Dialer Analyst

PURPOSE OF THE ROLE 
 Build, monitor and maintain all outbound activity call sloping strategies. Design, monitor and manage weekly activity campaign schedules. Produce real-time performance and productivity data to support the operational management team, focusing on strong performance, quality and compliance standards. Improve the top-line business decision-making processes by collecting, analysing, and reporting of data on the various campaigns 
 DUTIES AND RESPONSIBILITIES 
 
 • Ensure dialer execution is aligned to all business unit KPI’s
 • Automate data loading within the dialer.
 • Drive innovation and strategy in the current dialer platform.
 • Real time analysis & monitoring of dialer campaigns to ensure compliance and adherence to set KPI’s
 • Real time Management of the dialer to ensure optimal agent productivity.
 • Identify and communicate any data anomalies or agent behavior issues to Senior Operations Team in real time.
 • Dialer Incident Management
 • Regular maintenance of the dialer.
 • Understanding of client requirements and ensuring the correct Dialer strategy is implemented
 • Monitor, analyse & report on the dialer requirements across the various campaigns
 • Regular Reporting and updates on lead usage at agent level.
 • Drive dialer metrics (Answer Rate/ RPC Rate) to influence conversion to sales.
 • Analysis of dialer outputs and results as well as the implementation of changes and improvements.
 • Create reports that business can use to monitor metrics and make decisions.
 • Analyse Dialer data and share opportunities for improvement.
 • Develop and manage strategy to run outbound campaigns, ensuring the saturation and penetration targets are achieved
 • Collaborate with internal and external partners to maximize achievement of business goals
 
 QUALIFICATIONS AND EXPERIENCE REQUIRED 
 
 • Matric / Grade 12
 • A relevant certificate or diploma is preferred
 • Minimum of 3 - 5 years of experience as a Dialer administrator in a Contact Centre is required
 • Familiarity with reporting to a sales and service Operations.
 • 2-3 years’ experience working as a Dialer administrator in a sales Outbound Contact Center.
 • Experience in working with Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI)
 • Experience in working MySQL
 • Expert capability in Microsoft Excel
 • Knowledge of business processes and functional area
 • Experience in estimating solution development and delivering solutions against those estimates
 









 BEHAVIOURAL AND COMPETENCY REQUIRED 
 
 • Strong interpersonal skills with the ability to build and maintain professional relationships
 • Excellent analytical skills
 • Strong written and oral communication
 • Ability to work in a fast-paced industry and handle pressure well.
 • Ability to coordinate and multitask.
 • Problem solving and follow through
 • Analytical Thinker
 • Takes ownership & accountability.
 • Results-orientated & perseverance
 • Resilient and adaptability to change
 • Structured & process driven
 • Innovative and creative