Dialler Manager

🗏Job Type

Full Time

Main purpose:

To own, recommend, support, implement and track performance enhancing initiatives for the contact centre which are commercially focused and customer centric through the use of the dialler and other communication platforms.

Key Responsibilities:

Coach & manage the Team to achieve and exceed performance expectations
Assess existing processes and ways of working in the department in order to identify opportunities to optimise team performance overall
Cultivate a culture of growth and empowerment
Create or optimise contact strategies via the communication mediums available to enhance campaign performance in a cost effective & customer centric manner
Perform testing to verify contact strategy logic for all campaigns
Execute champion challenger models (test and control methodology) and ensure the execution thereof via the respective contact mediums
Ensure consultative process of decision making in terms of amendments or improvements to current processes or solutions including any initiatives
Own, facilitate and enhance the chosen communication platforms from a technical and user perspective

Own the contact strategies across multiple departments, campaigns and business areas
Introduction of best practice as well as considering alternative technologies and communication solutions
Stay abreast of the latest legislation and comply to all communication regulations and identify key risk areas for the business by researching external trends
Ensure appropriate contact centre staffing levels are in place to achieve the campaign performance targets
Complete regular Quality Assurance monitoring of the systems and processes
Analysing data/reports and implementing actionable insights
Provide detailed reports on effectiveness of the current contact strategies
Ensure that on-going, in-depth analysis of campaigns, data and behaviours are shared with key stakeholders and informs decision making
Minimum Requirements:

Grade 12
Recognized tertiary qualification in a relevant field
Minimum of 5 years’ experience in the Financial Services or other relevant sector
Minimum 5 years extensive dialler experience
Minimum of 3 years extensive experience with other communication technologies/tools
Strong SQL, Access and Excel skills, SAS or any other recognised analytical tool
Minimum of 3 years Contact strategy and campaign performance management


Apply Here http://bit.ly/2G5KJHC

Job id : , #71333, 4 views,

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