To manage and administer the dialler and telephony systems within the call centre to optimize call campaigns and Agent productivityJob Title: Dialler Administrator
Location: Midrand
Education: Bachelors Degree or Equivalent
Level of Experience: 1 – 3 Years
Job Type: Permanent
Salary: R11 000 – R21 000 Per month

Job Description:
To manage and administer the dialler and telephony systems within the call centre to optimize call campaigns and Agent productivity.

Preferred Minimum Education
Working Knowledge of dialler configuration and Telephony systems

Preferred Minimum Experience
2 years working experience in Call Centre administering call campaigns on a predictive dialler and administration of Call Logging and Telephony systems


Critical Competencies
•Knowledge and understanding of collection systems and workflow processes:
•Davox
•Telephony
•CMS Reporting
•Call Logging
•Analytical Skills
•Negotiation Skills
•Computer Literacy
•Knowledge and of policies and procedures
•Debt Collections
•Collections Call Centre
•Planning and organising skills
•Target driven
•Communication Skills (written, verbal & listening)
•Client Centric

Fundamental Competencies
•Target driven
•Communication Skills (written & verbal)
•Sense of urgency
•Stress Tolerance
•Resilience

Key Result Areas
Administration of daily campaigns
•Correct campaigns loaded as defined by management
•Optimise dialler attributes that are suitable to defined campaigns
•Monitor campaign results real time and make adjustments to improve efficiencies
•Optimize dialler pacing to achieve balance between idle and dropped calls
•Send SMS to clients as per prescribed calendar on a daily basis and maintain register thereof

Agent monitoring
•Analyse dialler results real time for agents
•Set up various alerts to identify specific areas of concern
•Communicate anomalies with supervisors and agents
•Make recommendations on improvements or training requirements
•Confirm new agents are added to Nice
•Confirm agents are added on CMS and correct skills are assigned
•Monitor inbound campaigns for optimal staffing levels

Dialler reporting
•Reports to be generated daily on campaigns for previous days
•Supply daily reports to call centre management
•Note findings and recommend changes to current process
•Monitor and report on system codes
•Communicate any dialler issues with management and vendor
•Report on new agents request status on Nice and CMS and Davox
•Compile monthly inbound report for numbers pack and submit to manager

Agent and Supervisor administration on
•Communicate new agents and resignations to Nice Administrators for recording purposes
•Confirm agents are recording
•Delete all agents that is no longer employed
•Update CTI with inbound codes for blending