Dialler Administrator

Job Description

DUTIES AND RESPONSIBILITIES

Manage the dialler real time to ensure optimal agent productivity, data penetration and metrics such as connects, DMCs, failed calls, abandonment rates, answer machines detect, customer messaging etc.
Work with outsource dialler providers to gain Best Practice and knowledge
Increase in data penetration levels
Increase in data to DMC conversions
Increase in agent productivity and utilisation
Responsible for preventing lost opportunities
Line monitoring
Dispo per Provider
Cause value/ Dispo relationship
Daily Dialler Performance Monitoring
AMM detection efficiency
DROP call rate
Contribute to the development and implementation of the Dial strategy for each campaign
Dialler Issue Management
Routine dialler maintenance tasks such as system backups, deployment of necessary upgrades etc
Work with various teams to see how best to maximise dialler/ data performance at a campaign level by prioritising campaign jobs whilst maintaining compliance with legislation guidelines
Dialler operational tasks such as creating, updating and deletion of users,campaigns, call results, recycle rules, dial queues
Understand the business processes to effectively support the campaign
Ensure effective lead loading of data into the dialler/operation for optimal calling and control by following the standard lead loading procedure
Reporting on lead usage
Reset metrics where necessary
Run Daily/Weekly/ Monthly data/dialler reports
Evaluate, analyse, and tune dialler and /or campaign parameters, call dispositions to drive better understanding of the leads data and implement agreed changes based on results
Contribute to the production of all required management information for all levels of Telesales management reporting requirements

QUALIFICATIONS AND EXPERIENCE REQUIRED

Matric
2 years’ experience in a Dialler Administrator role
Must have a minimum of 1 year experience working with the VICIDial system
Database experience in working with MySQL, MSSQL etc
Experience in the following tools will be advantageous:
Linux
Microsoft BI Tools (SSIS/SSRS/SSAS/PowerBI)
Intermediate to expert capabilities in Excel

Duties & Responsibilities

N/A

Desired Experience & Qualification

N/A