Contact Centre Dialler & It Administrator

Carlysle Talent Search - Centurion; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An established industry player is seeking a Dialler Administrator to enhance their IT operations. This role is pivotal in managing dialler systems and ensuring optimal performance, which directly impacts business campaigns and agent productivity. You will work in a dynamic environment, collaborating with a talented team to implement best practices and drive continuous improvement. The ideal candidate will have a solid background in dialler management and database systems, coupled with strong analytical and communication skills. If you're looking to make a significant impact in a vibrant setting, this opportunity is perfect for you.

Qualifications

• Experience with ViciDial or similar dialler applications is essential.
• Strong capabilities in Excel and database management are required.

Responsibilities

• Manage dialler performance and ensure optimal agent productivity.
• Collaborate with IT vendors to resolve technical issues and maintain systems.
• Train employees on IT procedures and improve office efficiency.

Skills

Dialler Management

Data Analysis

Communication Skills

Problem Solving

Customer Service

Education

Matric

Tools

ViciDial

MySQL

MSSQL

Excel

Linux

Microsoft BI tools

Python

R

Job description

CALLING ALL Contact Centre DIALLER ADMINISTRATORS

Reference: DBN-AD-1

Our client is looking for a Dialler Administrator to form part of their forward-thinking and visionary IT department in Constantia Kloof, Roodepoort.

You will form part of a successful team and be situated in a bright, arty and busy environment. As the IT & Dialler Administrator, you will play a crucial role in ensuring the smooth and efficient operation of our office environment, supporting a staff contingency of 60+ individuals.

Your responsibilities will encompass both administrative and technical aspects, making you an integral part of our team.

You will play a key role in managing and developing business campaigns through a blended dialler.

Job Responsibilities:

1. 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.
2. Work with outsource dialler/providers to gain Best Practice and knowledge.
3. Contribute to the design and implementation of a long-term operating model for Dialler/Data area.
4. Increase in data penetration levels.
5. Increase in data to DMC conversions.
6. Increase in agent productivity and utilisation.
7. Responsible for preventing lost opportunities.
8. Line monitoring.
9. Daily Dialler Performance Monitoring.
10. AMM detection efficiency.
11. Contribute to the development and implementation of the dial strategy for each campaign.
12. Dialler Issue Management.
13. Monitoring activities to target % dialler availability.
14. Routine dialler maintenance tasks such as system backups and development of necessary upgrades.
15. Maximise dialler/data performance at a campaign level by prioritising campaign jobs whilst maintaining compliance with legislation guidelines.
16. Dialler operational tasks such as creating, updating and deletion of Users, Campaigns, Call results, Recycle rules, Dial rules.
17. Understand the business processes to effectively support the campaign.
18. Set recycling rules.
19. Ensure effective lead loading of data into the dialler/operation for optimal calling and control by following the standard lead loading procedure.
20. Reporting on lead usage.
21. Reset metrics where necessary.
22. Run Daily/Weekly/Monthly dialler/data reports.
23. Evaluate, analyse and tune dialler and/or campaign parameters, call dispositions to drive better understanding of the leads and implement agreed changes based on results.
24. Contribute to the production of all required Management for all telesales management Reporting requirements.
25. Manage and troubleshoot computer hardware and software issues for employees.
26. Install, configure, and update software applications on workstations as required.
27. Set up new employee workstations and user accounts, ensuring proper access rights and permissions.
28. Collaborate with internal & external IT vendors to address complex technical issues or procure necessary equipment.
29. Train employees on basic IT procedures and software usage.
30. Continually maintain an updated asset register.
31. Quickly identify and address IT and Office-related challenges, implementing solutions to minimize disruptions.
32. Propose process improvements to enhance office efficiency and user experience.
33. Support the business operations in the following areas: Data penetration, Call Routing to drive costs down, Dialler availability (uptime), Data availability, Reporting.
34. Encourage and maintain a "customer service" philosophy within the dialler team with business stakeholders.
35. Through attention to detail, maintain an exceptional level of quality in all work completed.
36. Maintain functional & productive working relationships with all individuals.
37. Continually look to improve resource requirements & advise the dialler Manager of inefficiencies as they are encountered and work toward continuous improvement of systems that best serve business.
38. Conduct routine and ad-hoc stock takes of IT hardware, software, and related equipment.
39. Execute the formatting and setup of computers by installing and configuring operating systems, software applications, and drivers according to organizational standards.

Minimum Qualifications and Experiences:

1. Matric
2. Years' experience working with ViciDial or similar dialler applications e.g., Real Connect, Touchstar, Genesys etc.
3. Database experience working with MySQL, MSSQL etc.
4. Intermediate to expert capabilities in Excel.

Experience in the following tools will be advantageous:

1. Linux
2. Microsoft BI tools (SSIS/SSRS/SSAS/PowerBI)
3. Python/R

Behavioural and Competencies Required:

1. Professional
2. Logical
3. Analytical
4. Strong written and oral communication in a fast-paced, ever-changing environment.
5. Strong interpersonal skills with the ability to build and maintain professional relationships.
6. Outcomes orientated
7. Adaptability and flexibility in deliverables.
8. Ability to work under pressure.

Package & Remuneration: Monthly