Job Description
We are looking for a hands-on self-starter with solid experience operating dialler systems to join our dynamic and fast paced call centre team.
The ideal candidate will be required to take ownership and accountability for the strategic management of all dialler activities, as well as constantly and passionately pursue initiatives, processes and solutions which will further enhance and optimize the call centre environment.
Key Responsibilities
• Enable the optimal use of the Hosted Contact Centre (HCC) technology and dialer related resourcing;
• Manage the HCC to enable effective execution of the credit risk driven collection strategies;
• Monitor the performance of outbound collection and telemarketing strategies deployed, and on an ongoing basis, execute challenger strategies with associated processes and procedures;
• Optimise customer contact effectiveness, while maintaining inbound and outbound targets and service level achievements;
• Develop and implement information dashboards to support the monitoring of operational performance;
• Produce and analyse dashboards and reports, identifying trends and communicating findings to the management team
Key responsibilities
• Create daily outbound calling campaigns based on departmental collections and telemarketing strategies to optimise collection and “sales” performance;
• Continuously monitor all call centre inbound volumes and outbound campaigns
Qualifications and Experience
• 5 to 7 years working experience within a call centre environment, of which 2 to 3 years should be proven experience with managing operating dialler systems in an inbound and outbound environment;
• Extensive functional knowledge of outbound dialling systems and preferably Presence and Tableau Desktop technology;
• Operational experience with account segmentation, behavioural risk scoring and calling strategies;
• Proven experience in driving performance through enhancements to dialler processes and strategies;
Competencies
• Strong analytical skills and the ability to demonstrate conceptual thinking;
• Strong communication and presentation skills.