Dialer Manager needed at Intelligent Debt Management

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