Dialler Manager

Company Transaction Capital Recoveries
Reference # DMJHB
Published 30/10/2017
Location Johannesburg, Gauteng, South Africa
Introduction
Execute and manage dialler strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet established business goals and client scorecard parameters
Job Functions Management
Industries Financial Services
Specification
Operational / Technical Abilities
•Deliver effective dialing strategies to enhance the success of multiple outbound campaigns
•Execute and manage dialler strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet established business goals and client scorecard parameters.

Reporting
•To provide accurate dialler analysis and MI, making recommendations for optimizing KPIs and enhancing campaign success
•Ensure that the MI is accurate and timely – and is understood by all stakeholders
•Advising senior management on best strategies to maximize use of the dialler and lists available
•Identify possible needs for improvement in processes, learning and systems and refer them to senior management
•Reporting analysis of campaigns to ensure optimum performance
•Design tracking methods to ensure that identified issues are adequately addressed within appropriate time frames
•Develop, analyze and distribute statistics and identify trends to help determine the need for strategy changes and/or training.
•Responsible for day-to-day administration and monitoring of predictive dialler system
•Strong analytical skills required, including an extensive understanding of how to interpret department business needs and translate them into operational requirements
•Work with supplier of our dialler software to ensure complete optimization of dialler function as well as best use of data provided. ( Noble )
•Liaise with colleagues in campaign department to ensure correct selection of key data and creation of dialing lists for outbound campaigns
•Analyze the quality and quantity of leads available to us across campaigns, planning monthly calling patterns appropriately
•Optimize resource and KPI achievement through monitoring and managing real-time adherence
•To drive productivity through use of the dialler system and associated tools and software.

Relationship Building
•Attending weekly meeting to discuss productivity issue as well as collections performance with the operations teams.
•Raising the concerns with the relevant support departments to take necessary action should there be a greater than 10% deviation on previous month activity
•Scheduling meetings with internal stakeholders when
•incidents occur to establish cause and put forward action plan to avoid reoccurrence
•Responding to queries and requested daily/weekly/monthly operations, regarding dialler queries
•Building and maintaining relationships with both internal and external stakeholders with regards to campaigns under management
Demonstrate high standards of personal performance
•Demonstrate the ability to change focus quickly to support the needs of the business – including covering for other roles where required – displaying energy and commitment in all you do.

Learning and development
•Identifying training and development needs within the team through job analysis, appraisal schemes and regular consultation with business managers and human resources department.
•Designing and expanding training and development programmes based on the needs of the business and the individual;
•Working in a team to produce programmes that are satisfactory to all relevant parties in the business, such as line managers, and senior managers.
•Ensuring that statutory training requirements are met and delivered to the relevant staff members;
•Evaluating training and development programmes per staff member;
•Amending and revising programmes as necessary, in order to adapt to changes occurring in the work environment;


Requirements

•Matric
•Proficient in MS Word, Noble University.
•Intermediate to advanced proficiency level with Microsoft Excel Basic statistics knowledge and ability to comprehend and analyze dialer-output data
•Previous dialler knowledge (Noble) or 1 year Campaign Knowledge
Job Closing Date 30/11/2017
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