Predictive Dialler Specialist

Isilumko Staffing; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading digital bank is seeking a Predictive Dialer Analyst in Johannesburg for a 6-month contract. The candidate must have at least 3 years of experience in dialer management and data analysis, including advanced skills in Microsoft Excel. Responsibilities include managing dialer functionality, monitoring performance, and ensuring accuracy in reporting. The ideal applicant will possess strong analytical and communication skills and a solid background in call center operations. Immediate availability is required.

Qualifications

• 3+ years of experience in dialer management and data analytics.
• Advanced proficiency in Microsoft Excel.
• Experience in a call centre environment, preferably with dialer management.

Responsibilities

• Keep dialer downtime to a minimum and communicate issues promptly.
• Manage dialer functionality for inbound and outbound campaigns.
• Monitor agent performance and maintain high productivity.

Skills

Dialer management

Data analysis

Microsoft Excel

Verbal communication

Stakeholder engagement

Problem-solving

Education

Grade 12

Relevant Tertiary qualification

Tools

SQL

Genesyscloud

Campaign management tools

Job description

A leading digital bank in South Africa is seeking a Predictive Dialer Analyst to join the team on a 6-month contract in Sandton. Must be available immediately to start with our client.

Must have a clear credit and clear criminal record.

Key Performance Areas

• Keep dialer downtime to a minimum and ensure all 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 maintaining maximum productivity with minimum idle time.
• Hourly performance reporting delivered to the operations teams
• Providing analysis proactive and current 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.
• Analyze 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.
• Maintenance of dialer templates and provision of these to the business where necessary.
• 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

Technical Competencies

• Ability to oversee the dialing strategy framework and provide thorough feedback.
• Ability to provide Industry/best practice insights into dialing and campaign strategy
• Ability to champion challenge dialer practices to optimize penetration and conversion outcomes.
• Technology insights to achieve team objectives
• Good tactical insights into Dialer and Campaign Management frameworks to facilitate operational execution
• Good understanding of productivity and capacity management outcomes
• Excellent verbal and written communication skills
• Stakeholder engagement (internal and external)
• Microsoft office, especially Excel
• Statistics knowledge and ability to comprehend and analyze dialer-output data
• Strong analytical skills required, including an extensive understanding of how to interpret department business needs and translating them into operational requirements.
• Numerically orientated
• Ensure Compliance and Quality Assurance adherence to industry regulations and company policies regarding customer interactions.

Behavioral Competencies

• Business Acumen [ability to make sound decisions]
• Analytical
• Results and deadline driven
• Resilience
• Teamwork
• Collaboration
• Problem solver
• Interpersonal skills
• Self-Starter (can work independently)

Education

• Grade 12
• Relevant Tertiary qualification

Experience

• 3 years’ experience on previous dialer knowledge
• Data analytics (SQL Knowledge is advantageous)
• Proficient in MS Office (Excel – advanced)
• Minimum of 3 years of experience in a call centre environment, with at least 1 year in a dialer management role (Preferred).
• Experience in call centre analysis.
• Ability to compile information and prepare reports that are easily translatable for client delivery
• Basic knowledge of digital marketing tools and platforms (e.g. Genesyscloud, campaign management & Dialer management)