Outbound Dialler Administrator

Css; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A BPO services company in Gauteng seeks an Outbound Dialler Administrator to manage dialer strategies and optimize campaign performance. Candidates should have 3 years' experience in dialler operations and proficiency in Microsoft Excel. This role focuses on maximizing productivity through performance metrics and effective analysis.

Qualifications

• 3 years in a dialler operations or campaign management environment.
• Advanced proficiency level with Microsoft Excel.
• Basic statistics knowledge.

Responsibilities

• Manage dialer functionality including blended outbound campaigns.
• Create a dashboard of campaign performance metrics.
• Provide accurate daily performance reporting to operation.
• Monitor team and agent performance to maximize productivity.

Skills

Dialer management

Data analysis

Productivity optimization

Reporting

Microsoft Excel

Education

Grade 12 Certificate

Relevant Tertiary qualification

Tools

Connex

Taskflow

Aspect

Genesys

Five9

Vici dial

Job description

Introduction

The Outbound Dialler Administrator will execute and manage dialler strategy for defined verticals / multiple teams to ensure campaigns are penetrated optimally to meet new vertical strategy and client scorecard parameters.

Duties & Responsibilities

Manage dialer functionality including blended outbound campaigns.
Keep dialer downtime to a minimum and ensure any issues are communicated to IT & General Management immediately.
Create a dashboard of unique campaign performance metrics, set performance benchmarks / thresholds and monitor and report back on outcomes.
Monitor the team and agent performance through blended / dialer system and maintain maximum productivity with minimum idle time. Optimize call abandon rate.
Provide accurate and high standard daily performance reporting to operation.
Utilize Pacing strategy for campaigns where necessary.
Maintain and provide dialer templates to the business where necessary.
Provide an accurate analysis picture of dialer activity to help increase productivity across the floor.
Continually analyse campaign and agent performance to identify opportunities to increase contact rates and subsequent rpc's.
Meet and exceed primary strategy / campaign key performance metrics across a balanced scorecard encompassing strategy, process, stakeholder and financial metrics.
Oversee average call duration and identify anomalies for further investigation and review.
Provide analysis to the Operations Leadership to help increase performance and productivity across the floor.
and understanding of the relevant legislative requirements

Desired Experience & Qualification

Grade 12 Certificate
3 years in a dialler operations or campaign management environment within the BPO sales sector
Experience with systems such as Connex, Taskflow, Aspect, Genesys, Five9, or Vici dial preferred
Relevant Tertiary qualification (added advantage)
Basic statistics knowledge
Advanced proficiency level with Microsoft Excel

Interested?