Dialer Administrator

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Dialer Administrator- job post
Shapiro Shaik Defries & Associates
46 reviews

Full-time, Permanent

Job Purpose:

The Dialer Administrator is responsible for configuring, managing, and maintaining our communication campaigns for maximum effectiveness, the position will work closely with the collections departmental leadership when developing daily strategy execution.

The Dialer Administrator executes the business unit strategy and objectives through the implementation of operating tactics. These campaigns also include emails, SMS, Inbound and outbound calls.

Duties include:

Create, maintain, and manage dialing lists and campaigns

Ensure that dialer frequencies and settings lead to maximum lead penetration ratios.
Launch scheduled campaigns (SMS, Email) in accordance with departmental standard operating procedures and or clients’ requirements
First line response to user reported issues, troubleshoot with call centre agents/team leaders experiencing problems or inefficiencies
Communicate with management and business users daily to define, monitor, and implement strategies and initiatives to optimize call center performance
Provide feedback and recommendations on dialer/campaign changes to support RPC rates and other KPIs
Monitoring of dropped calls, abandoned rates and other metrics needed to optimize call handling and talk time
Attending to all campaigns collections strategies processes timeously and accurately
Assist with the implementation of special projects.
Minimum Qualifications & Experience

· Entire Office Suite skills advanced 2 years

· Matric (Required)

· Bachelor’s degree preferred, or equivalent work experience required

· Strong understanding of contact centre operations

· Prior experience managing dialer solution software a plus

· Good verbal and written skills

· Good presentation skills

· Investigative, analytical and impact analysis skills

Key Competencies:

· Build relationships and alignment with Campaign Managers, functional partners and/or external partners to accomplish business objectives

· Analyze performance of campaign & recommend new strategies

· Use data to assist in creating collections strategies for the call centre

· Provide insight on performance through accurate MIS reports

· Identify problem areas and solve them

· Aligning the day-to-day activity with the stakeholder deliverables.

Job Types: Full-time, Permanent

Application Question(s):

Do you have experience as a Dialler Administrator?
Do you have contact center expereince?
Application Deadline: 2022/03/25

Job ID : , #1850, 7 views,

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