Dialer Manager

Description:

Dialer Manager (Pinelands, Cape Town)

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

This individual will be monitoring dialer 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 dialer campaigns in collaboration with stakeholders’ requirements and, continuously optimize performance through rule enhancements and traffic management.
• Monitor dialer performance in real time and implement Realtime adjustments to optimize dialer/campaign efficiency.
• Oversee daily campaign uploads and dialer operations by analysing performance, reporting results, escalating issues as needed, and assisting in troubleshooting and resolving dialer-related issues.
• Generate daily, weekly, and monthly reports using dialer-specific reporting tools.
• User Management: Create and manage user roles, permissions, and access levels within the dialer 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 dialers 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 dialer management .
• A university diploma, preferably in Statistics, Computer Science or Informatics.
• Knowledge of dialer software as well as associated telephony. Knowledge of the Genesys Dialer 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 dialer campaigns in collaboration with stakeholders’ requirements and, continuously optimize performance through rule enhancements and traffic management.
• Monitor dialer performance in real time and implement Realtime adjustments to optimize dialer/campaign efficiency.
• Oversee daily campaign uploads and dialer operations by analysing performance, reporting results, escalating issues as needed, and assisting in troubleshooting and resolving dialer-related issues.
• Generate daily, weekly, and monthly reports using dialer-specific reporting tools.
• User Management: Create and manage user roles, permissions, and access levels within the dialer 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 dialers 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 dialer management .
• A university diploma, preferably in Statistics, Computer Science or Informatics.
• Knowledge of dialer software as well as associated telephony. Knowledge of the Genesys Dialer 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