Job Purpose

Execute and manage dialler strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet performance targets and business goals.

Key Performance Areas

Keep dialer downtime to a minimum and ensure any issues are communicated to IT & management immediately.
Manage dialer functionality including blended, inbound and outbound campaigns,
Deliver effective dialing strategies to enhance the success of multiple outbound campaigns.
Monitoring the team and agent performance through blended/dialer system and maintain maximum productivity with minimum idle time.
Hourly performance reporting delivered to the operations teams
Providing analysis to the operation manager and team leaders to help increase performance and productivity across the floor.
Present, explain and gain support for changes to the dialer strategies or processes based on analysis.
Analyse data files and best dialing times to keep the operation as productive as possible.
Constant monitoring of agent activity to ensure maximum productivity is achieved.
Pacing strategy utilized for campaigns where necessary.
Maintenance of dialer templates and provision of these to the business where necessary.
Proactive dialer feedback to team leaders to provide an accurate picture of dialer activity.
Continually analyze campaign and agent performance to identify opportunities to increase contact rates and subsequent sales.
Meet deadlines for reporting and that the reports are accurate and presented to highest standards.
Manage stakeholder relationships with onsite and offsite team to ensure dialer is operating optimally