Dialer Specialist

I-talk Financial Services based in Randburg is looking for a Dialer Specialist to execute and manage dialer strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet performance targets and business goals.

Basic requirements and experience:

• Grade 12
• Proficient in MS Office
• Relevant Tertiary qualification (added advantage)
• Numerically orientated
• Advanced proficiency level with Microsoft Excel
• Basic statistics knowledge

Knowledge and Skills

• 3 years’ experience on previous dialer knowledge
• Vicidial experience advantageous
• Noble university an advantage

Duties and Responsibilities

• Keep dialer downtime to a minimum and ensure any issues are communicated to IT & management immediately.
• Manage dialer functionality including blended, inbound and outbound campaigns,
• Deliver effective dialing strategies to enhance the success of multiple outbound campaigns.
• Monitoring the team and agent performance through blended/dialer system and maintain maximum productivity with minimum idle time.
• Hourly performance reporting delivered to the operations teams
• Providing analysis to the operation manager and team leaders to help increase performance and productivity across the floor.
• Present, explain and gain support for changes to the dialer strategies or processes based on analysis.
• Analyse data files and best dialing times to keep the operation as productive as possible.
• Constant monitoring of agent activity to ensure maximum productivity is achieved.
• Pacing strategy utilized for campaigns where necessary.
• Maintenance of dialer templates and provision of these to the business where necessary.
• Proactive dialer feedback to team leaders to provide an accurate picture of dialer activity.
• Continually analyze campaign and agent performance to identify opportunities to increase contact rates and subsequent sales.
• Meet deadlines for reporting and that the reports are accurate and presented to highest standards.
• Manage stakeholder relationships with onsite and offsite team to ensure dialer is operating optimally.

Negotiable

Job Types: Full-time, Permanent

COVID-19 considerations:
COVID-19 considerations:
All employers required to be vaccinated proof of vaccination is required upon entry. Mask wearing is mandatory as per Covid regulations