Operations manager
4 weeks ago
Responsibilities & Duties: Create dialing strategies and campaigns in line with company strategy.
Liaise with the technical team regarding dialer issues and maintain a high level of customer service.
Implement, control, and evaluate calling strategies on the predictive dialer.
Monitor and troubleshoot campaign performance.
Ensure compliance by maintaining regular communication with supervisors and managers.
Provide ad hoc support to the dialer contact center environment as directed by management.
Report and analyze dialer performance.
Analyze reports by interpreting results and making occasional recommendations to improve dialer performance.
Manage relationships and expectations with various campaign managers.
Debrief and review campaigns from a dialer perspective.
On-the-job training will be provided as needed.
Dialer procedures to be followed when required at all levels within the call center.
Skills & Abilities: Minimum of 1 year of dialer administration/management experience.
Matric and/or Diploma in Information Technology.
Minimum of 1 year of experience in interpreting call center analytics.
Proven record of effectively analyzing business data.
Knowledge and experience in using a dialer system.
Intermediate to advanced proficiency in Excel.
Basic statistical knowledge.
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