Dialler Specialist and Resource Planner, Dialler/Workforce team

Standard Bank Group; Roodepoort; On-site; ZAR 480,000 - 720,000; Full time

Job summary

Standard Bank Group is seeking a Dialler Specialist and Resource Planner for the Dialler/Workforce team in Roodepoort. The role focuses on productivity and resources planning, scheduling consultants, and forecasting to ensure optimal customer service levels as agreed with business partners.

The candidate will handle dialler and CRM administration, monitoring, reporting and analytics, and work with related systems to ensure access and efficient operation across telephony tools.

Qualifications

• 3-5 years minimum experience in a dialler environment focusing on Campaign Management, analytics, and stakeholder management.
• Experience with forecasting, reporting and analytics tools is essential.
• SAS (Coding/forecasting), Power BI and CRM/dialler systems experience preferred.

Responsibilities

• Plan productivity and resources; schedule consultants and forecast demand.
• Manage access to telephony and CRM systems for the team.
• Monitor, report and analyse dialler performance and analytics.

Skills

Campaign management

Stakeholder management

Analytics

Education

First Degree

Information Studies

Tools

SAS (Coding/forecasting)

Phyton

Connex AI

Calabrio

AWS

Power BI

Job description

Dialler Specialist and Resource Planner, Dialler/Workforce team

• Full-time


• Business Segment: Insurance & Asset Management

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

The resource planner is responsible for productivity and resources planning, including scheduling composition for consultants and resource forecasting, to ensure optimal customer service level as per consultation with business partners. The role encompasses the associated systems administration required to ensure that the resources have access to the relevant telephony systems. Focus on all aspects of dialler and CRM administration, monitoring, reporting and analytics.

Type of Qualification: First Degree

Field of Study: Information Studies

Experience Required

3-5years minimum experience in a dialler environment where focus was placed on all aspects of Campaign Management (Calling, SMS and Idialler, ISMS, Blaster) ; analytics; stakeholder management.

• Generating Ideas


• Making Decisions


• Providing Insights


• SAS (Coding/forecasting)


• Phyton


• Connex AI


• Calabrio


• AWS


• Power BI