Duties and Responsibilities (Include but are not limited to):

Dialler Management and Performance

• Manage the dialler in real time to ensure optimal agent productivity and data penetration, monitoring key metrics including connect rates and failed calls.
• Collaborate with external dialler providers to acquire best practices and upskill the team.
• Partner with business stakeholders to enhance data penetration and agent productivity while minimizing data utilization.
• Adhere to business-set requirements for abandonment rates, answer machine detection, and customer messaging.
• Prevent lost opportunities through proactive management.
• Monitor voice lines actively to detect performance degradation.

Day-to-Day Dialler Performance

• Continuously assess agent skills in real time, offering recommendations based on call types.
• Monitor efficiency metrics such as penetration and agent productivity.
• Implement and oversee dialling strategies.
• Perform routine dialler maintenance tasks, including user management, campaign configuration, agent connectivity, system backups, and upgrades.
• Maximize data and dialler performance at the campaign level, ensuring compliance with legislation.
• Analyze business processes to meet campaign data and dialler requirements.
• Develop and update dialling campaign filters, list strategies, and reports.
• Adjust dialler systems performance as needed.
• Oversee all aspects of the call centre technology platform, including conversational IVR, cloud-based solutions, workforce management, and outbound dialling/campaign management.
• Analyze data to establish optimal recycling rules based on campaign setups.
• Ensure an effective lead loading process into the dialler.
• Report on lead usage and run daily, weekly, and monthly reports.
• Evaluate and refine dialler and campaign parameters to achieve desired business outcomes.
• Analyze dialler and data outcomes to implement necessary improvements.

Data Analysis and Reporting

• Create both standardized and custom reports, analyze data, and report findings to the business department.
• Provide daily, weekly, and monthly Customer Service reports, as well as ad hoc data requests.
• Develop standardized tools, methodologies, and business processes to enhance operational efficiency and identify improvement areas across KPIs.
• Manage all project stages, from requirements gathering to deployment.
• Deliver quality work on assigned projects and collaborate with stakeholders to determine data collection and presentation needs.
• Assist with data collection, processing, and interpretation to address business questions accurately.
• Develop written reports and data visualizations for business stakeholders.
• Drive continuous improvement in performance reporting to better manage the business.
• Offer insights into patterns, trends, and market analysis to inform business decisions.

Customer Service Data Management and Analysis

• Collect and manage data from various customer service channels and performance, ensuring accuracy and completeness.
• Configure and analyze the Customer Support Chatbot service performance.
• Identify trends and insights in customer service data to improve service quality and efficiency.
• Create comprehensive reports and dashboards for senior management and stakeholders.
• Develop and monitor KPIs for customer service operations.
• Provide actionable insights into customer behavior, preferences, and pain points.
• Recommend process improvements to enhance customer support efficiency.
• Use predictive analytics to forecast customer needs and support demand.
• Create visual data representations for effective communication of insights.
• Work with the Customer Service team to understand data needs and provide support.
• Ensure the integrity and security of customer service data.
• Conduct regular trend analysis to detect shifts in customer behavior and service performance.
• Perform ad-hoc data analysis for specific business needs or projects.
• Recommend tools and technologies to improve data analysis and reporting capabilities.
• Analyze customer feedback and surveys to identify improvement areas.
• Provide training on data-related tools and best practices.
• Benchmark customer service performance against industry standards.
• Conduct root cause analysis for service issues and suggest corrective actions.
• Support projects related to customer service improvement and new service channel implementation.
• Maintain documentation of data analysis processes and findings.
• Ensure compliance with data protection regulations and company policies.

Key Requirements

• Grade 12 or equivalent
• Relevant certificate or diploma
• Dialler Administrator in a Contact Centre: 2 to 4 years of experience.
• Experience in an Omni Customer Support Environment: 2 to 3 years of experience.
• Experience with Automated Call Distributors (ACDs), Interactive Voice Response (IVR), skills routing, scheduling, and intra-day management: 2 to 4 years of experience.
• Experience with Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI): 1 to 3 years of experience.
• Microsoft Excel: 3 to 5 years of experience.
• Experience in all stages of project work (requirements, design, implementation, testing, and deployment): 3 years or more.
• Experience in estimating solution development and delivering solutions against those estimates: 3 years or more.
• Experience in Customer Service/Support, marketing, and other operational departments: 3 to 5 years of experience.

Additional Skills

• Communication (Written and Verbal)
• Problem Solving
• Analytical
• Planning and Organising
• Interpersonal
• Relationship Building
• Managing Multiple Priorities/Deadlines
• Flexible and Adaptable