Are you a strategic thinker with strong analytical skills and a passion for optimizing business performance? Located in the vibrant hub of Umhlanga, our organization is seeking a results-oriented Dialler Administrator to play a pivotal role in managing and enhancing our business campaigns.

In this role, you will take ownership of our blended dialler system, ensuring seamless operations and continuous performance improvements. Your focus will be on maximizing sales opportunities through data-driven insights and campaign optimization, while fostering collaboration with key stakeholders to achieve business objectives.

Key Responsibilities:

• Manage the dialler real time to ensure optimal agent productivity, data penetration and metrics such as connects, DMCs, failed calls, abandonment rates, answer machines detect, customer messaging etc.
• Work with outsource dialler providers to gain Best Practice and knowledge
• Increase in data penetration levels
• Increase in data to DMC conversions
• Increase in agent productivity and utilisation
• Responsible for preventing lost opportunities
• Line monitoring
• Dispo per Provider
• Cause value/ Dispo relationship
• Daily Dialler Performance Monitoring
• AMM detection efficiency
• DROP call rate
• Contribute to the development and implementation of the Dial strategy for each campaign
• Dialler Issue Management
• Routine dialler maintenance tasks such as system backups, deployment of necessary upgrades etc
• Work with various teams to see how best to maximise dialler/ data performance at a campaign level by prioritising campaign jobs whilst maintaining compliance with legislation guidelines
• Dialler operational tasks such as creating, updating and deletion of
  • users,
  • campaigns
  • call results
  • recycle rules
  • dial queues
• Understand the business processes to effectively support the campaign
• Ensure effective lead loading of data into the dialler/operation for optimal calling and control by following the standard lead loading procedure
• Reporting on lead usage
• Reset metrics where necessary
• Run Daily/Weekly/ Monthly data/dialler reports
• Evaluate, analyse, and tune dialler and /or campaign parameters, call dispositions to drive better understanding of the leads data and implement agreed changes based on results
• Contribute to the production of all required management information for all levels of Telesales management reporting requirements.

Minimum Requirements:

• Matric
• 3 years’ experience in a Dialler Administrator role
• 1 year experience working with the VICIDial system preferable.
• Database experience in working with MySQL, MSSQL etc
• Experience in the following tools will be advantageous:
  • Linux
  • Microsoft BI Tools (SSIS/SSRS/SSAS/PowerBI)
• Intermediate to expert capabilities in Excel

Behaviour and Competencies required: 

• Professional & Reliable
• Logical & Analytical Thinker
• Strong Communicator (Written & Verbal)
• Thrives in Fast-Paced, Dynamic Environments
• Skilled at Building Professional Relationships
• Results-Driven & Solution-Focused
• Adaptable, Flexible & Resilient Under Pressure

Working hours are Monday to Friday from 8:00 AM to 5:00 PM, subject to change based on operational requirements & Saturdays when required.

If you thrive in a fast-paced environment and are eager to apply your expertise to keep our Dialler running smoothly, we want to hear from you!

We are committed to providing equal opportunities to all applicants from diverse backgrounds. Please note that only candidates meeting the specified criteria will be considered.

If you do not receive a response within 14 working days, please consider your application unsuccessful. We appreciate your interest in joining our team and wish you every success in your future endeavors.