Overview

Dialler Administrator Job at Tenacity Financial Services – in Northern Suburbs, Western Cape

Job Description

To manage all outbound and inbound administration functions on the telephony platform(Presence/Avaya)


Support and implement dialler strategy

Participate and contribute to dialling strategy discussions

Actively monitor the dialler settings in order to achieve dialler optimisation

Make informed changes to the dialler settings to bring about the best results

Ensure that the dialler is aligned with the business requirements, monitor the performance in order to deliver the best results

Implement and execute effective operations support (S&S, Collections, DR, Recoveries & Fraud)

Ensure that the Presence Dialler and Multi-Media services are operating optimally in order to support the business strategy

Liaise with external IT service providers for fault resolution and new implementations.

Monitor campaigns across contact centre, i.e. Collections, Sales & Services, Debt Review, Recoveries and Fraud

Ensure 100% adherence to operating standards

Produce accurate reports and analysis on campaigns and agent results both the Dialler and the CRM system

Analyse and interpret data to resolve and/or escalate potential concerns appropriately

Plan monthly dialler campaigns according to capacity and number of accounts in-line with collections strategies

Daily, weekly, monthly feedback reports on agent, campaign and overall centre performance

Technical assistance to the business

Stakeholder Engagement

Communicate effectively with all levels of management and those responsible for dialler maintenance, specifically concerning technical issues and system performance concerns

Communicate any technical issues effectively and timeously to resolve the issues and log the call to the necessary parties

Experience

Minimum of 3 years’ dialler administrator experience (inbound & outbound), preferably working with Presence Suite.

Minimum of 3 years’ experience in a Retail Financial Services environment with background in Collection and Sales processes

Minimum of 3 years’ experience in the interpretation of call centre analytics

BI experience advantageous.

Qaulification

Grade 12 with post grad advantageous

Diploma/ Certificate (NQF LEVEL 5) in information technology (IT) or in a similar field of studies (preferable)

Applicants studying towards a qualification in IT will be an added advantage

Functional Knowledge & Skills

Software: MS Word, MS Excel, MS Outlook, MS PowerPoint, Tableau

Knowledge of contact centre systems and processes

Systems knowledge of Presence, Queue Metrics , and call centre CRM

Excellent communication skills (written and verbal)

About Company

Company: Tenacity Financial Services –

Company Location:  Northern Suburbs, Western Cape

About Tenacity Financial Services -