Admin and Office

Dialler Administrator

Full Time

Candidate Responsibilities will include:
Administer day to day operations of the dialler
Constantly and passionately pursue initiatives, processes and solutions which will further optimize the collections inbound and outbound campaigns
Monitor the performance of outbound collections strategies deployed
Execute challenger strategies with associated processes and procedures
Administer the dialler system to enable execution of the credit risk driven strategies
Develop and implement information dashboards to support the monitoring of operational performance of the outbound collection campaigns
Manage workflow for collections outbound campaigns
Ensure close alignment with credit risk regarding operational execution on campaigns
Real – time administration and analysis of dialler campaigns
Manage first line fault reporting and engagement with ISD on system issues
Administer user access and skill assignment
Identify trends in agent behaviour and provide feedback to stakeholders
Continuously update knowledge documents with any changes or updates in dialler administration
At campaign level, provide daily analysis outbound collections performance and KPI Reports
Act as backup to the Dialler Operations Specialist after hours and over weekends (shift work will be required)

Candidate Minimum Requirements:
A National Senior Certificate
Relevant tertiary qualification (advantageous)
3 years working experience within a collections environment
1 – 2 years proven experience in administering dialler systems for inbound and outbound campaigns
Proven experience in driving performance through enhancements to dialler processes and strategies
Computer literacy skills