Dialler Manager

Description:

Dialler Manager (Pinelands, Cape Town)

The IDM Group is looking for a dialler manager who will be responsible for managing and overseeing the implementation of the Genesys dialler platform across the business. The successful candidate will form part of the Business Intelligence team.

This individual will be monitoring dialler performance, and will need to understand the data to effectively make suggestions on when to move from one list to another, to maximise output from the respective teams. Output can be measured in a variety of ways, such as success per attempt or number of attempts over hours of day, days of week, or week of month.

Key responsibilities:

• Configure and manage dialler campaigns in collaboration with stakeholders’ requirements and, continuously optimize performance through rule enhancements and traffic management.
• Monitor dialler performance in real time and implement Realtime adjustments to optimize dialler/campaign efficiency.
• Oversee daily campaign uploads and dialler operations by analysing performance, reporting results, escalating issues as needed, and assisting in troubleshooting and resolving dialler-related issues.
• Generate daily, weekly, and monthly reports using dialler-specific reporting tools.
• User Management: Create and manage user roles, permissions, and access levels within the dialler system. Monitoring of capacity and allocation (jointly with team leaders or managers of the area).
• Ensure compliance with the rules set out by the Direct Marketing Association and POPIA.
• Share learnings across diallers to identify opportunities for improvement and implement these learnings.
• Find ways to tactically maximise the output and effectiveness of Genesys as well as agent efficiency.

Key requirements and qualifications:

• Must have at least 1 years’ experience in predictive dialler management .
• A university diploma, preferably in Statistics, Computer Science or Informatics.
• Knowledge of dialler software as well as associated telephony. Knowledge of the Genesys Dialler will be advantageous

• Results-driven with a focus on quality and client service;
• Outstanding analytical and conceptual skills and the ability to problem-solve in complex environments
• Honest, responsible, accountable, and live the IDM values
• Excellent verbal and written skills
• Planning, prioritizing, organizing, and resource management
• Attention to detail with a focus on accuracy
• Managing and decision-making abilities, as well as team coordination
• Building effective working relationships on all levels within the organisation

• Fully office based
• Can be required to work shifts and/or weekends

Requirements:

• Configure and manage dialler campaigns in collaboration with stakeholders’ requirements and, continuously optimize performance through rule enhancements and traffic management.
• Monitor dialler performance in real time and implement Realtime adjustments to optimize dialler/campaign efficiency.
• Oversee daily campaign uploads and dialler operations by analysing performance, reporting results, escalating issues as needed, and assisting in troubleshooting and resolving dialler-related issues.
• Generate daily, weekly, and monthly reports using dialler-specific reporting tools.
• User Management: Create and manage user roles, permissions, and access levels within the dialler system. Monitoring of capacity and allocation (jointly with team leaders or managers of the area).
• Ensure compliance with the rules set out by the Direct Marketing Association and POPIA.
• Share learnings across diallers to identify opportunities for improvement and implement these learnings.
• Find ways to tactically maximise the output and effectiveness of Genesys as well as agent efficiency.

• Must have at least 1 years’ experience in predictive dialler management .
• A university diploma, preferably in Statistics, Computer Science or Informatics.
• Knowledge of dialler software as well as associated telephony. Knowledge of the Genesys Dialler will be advantageous

• Results-driven with a focus on quality and client service;
• Outstanding analytical and conceptual skills and the ability to problem-solve in complex environments
• Honest, responsible, accountable, and live the IDM values
• Excellent verbal and written skills
• Planning, prioritizing, organizing, and resource management
• Attention to detail with a focus on accuracy
• Managing and decision-making abilities, as well as team coordination
• Building effective working relationships on all levels within the organisation

• Fully office based
• Can be required to work shifts and/or weekends