Vici Dialler Operator

Job Summary

Day-to-day administration and monitoring of the workload distribution system. Focusing on the dialler application, including the creation of dialling campaigns, calling lists, filters, reports, and list strategies using real-time monitoring.

Key Performance Areas

• Operational / System Monitoring
• Monitoring Agents Performance
• Technical Coordinating and Testing
• Reporting and Administrative Support

Key Tasks

• Operational / System Monitoring
• Implement and manage daily dialler campaigns to ensure business calling strategies are as per strategy spec provided by the business client.
• Manage dialler settings as needed to maximize call centre production to ensure business are in line with their respective KPI’s.
• Completing system audits and analysis on dialler features.
• Improves efficiency of system, reporting and daily processes and procedures.
• Create and deliver scheduled and ad-hoc reporting for management team, business clients, and key stakeholders.
• Monitoring Agents Performance
• Real-time monitoring and providing feedback / recommendations on dialler/campaign changes to support contact rates and other KPI indicators to assure service levels are consistently met.
• Real-time agent status time monitoring to ensure that agent utilization and productivity from a Dialler perspective is optimum.
• Monitor and analyse campaign results / data and adjust dialler calling efforts to provide maximum performance. This includes the ability to produce, understand and analyse efficiency or gap reports to recommend process changes/updates. Track key performance indicators, generate, and distribute dialler reports as necessary.
• Identifying and resolving problems experienced by the business clients whilst providing feedback accordingly.
• Technical Coordinating and Testing
• Coordinates testing efforts before they reach production.
• Ensures issues are identified, tracked, reported on, and resolved in a timely manner.
• Work closely with business client’s to identify required Dialler Strategy changes.
• Communicates needed changes to respective business IT team.
• Coordinates with IT and vendors in troubleshooting to assure full functionality and systems performance during all hours of operation.
• Possesses a good understanding of databases and SQL.
• Able to perform analytics on data.
• Reporting and admin support
• Must be able to create and document processes and procedures relating to the dialler.

Qualifications

• Matric
• IT Degree/Diploma or equivalent qualification

Experience

• Minimum 3 years’ experience working on a Vicidial.
• Experience in managing multiple campaigns
• Experiencing in working with data and producing analytical reporting
• Experience in analysing reports and recommendations to management
• Experience within a sales or financial services environment
• Experience in liaising with external service providers and 3rd party management
• Knowledge of contact centre systems and processes will be an advantage
• System knowledge of Opengate and Avaya will be an advantage
• Experience working with SQL
• Previous experience working on the Microsoft SQL 2008 and above

Skills and Knowledge

• Excellent communication skills – (both spoken and written)
• Problem solving skills
• Excellent time management and organizational skills
• Strong analytical skills

Attributes

• Excellent attention to detail
• Able to work independently
• Self-motivated
• Ability to work under pressure
• Honest, Humble and Hardworking

Work Location: In person