Data and Dialler Specialist – BDC International Vacancies

  • Call Centre Jobs in South Africa
  • Full time
  • 2 days ago
  • South Africa
  • Salary ZAR 6500-8000 / Monthly
  • Shift Full Time
  • Job Qualifications Grade 12
  • Number of vacancies 5 openings
  • Job experience 1 year
  • Job level Manager

Job Description

BDC International has vacancies for a Data and dialer specialist. Your responsibilities include:

Dialler Management

  • Responsible for day to day execution and monitoring of the calls servicing technology
  • Deliver ad-hoc data analysis, production of daily reports, troubleshooting of production issues, and operations support of multiple sub campaigns
  • Ensure strategic goals are met through forecast modelling, collaborative planning and effective communication while aligning the forecast with strategic and tactical goals
  • Perform system configuration to optimise performance
  • Provide help desk support for specific Dialler software
  • Assist IT with technical support and diagnostics with call servicing technologies
  • Create and manage predictive outbound or blended dialling services for the campaigns with respect to applications, priorities, table definitions, Import/export raw files, filters, dial orders, call data definitions, disposition plans and schedules
  • Documentation of system configurations and historical tracking of changes to strategies
  • Establish and manage Dialler strategies
  • Operations Management, administration, real-time monitoring and adjustment of Dialler & inbound queues, agent availability, agent skill sets and outbound Dialler campaign results
  • Responsible for reviewing the system reporting results for soundness of judgment and overall accuracy
  • Troubleshoot and resolve issues related to products as a result of alerts or customer complaints
  • Deploy appropriate pacing concepts and apply the correct logic to produce efficient campaigns with low abandons and high connect rates
  • Track key performance indicators, generate and distribute reports as necessary
  • Maintain/updates Dialler settings as needed to maximise scheduling in order to cover all operating hours, maximise production and efficiency
  • Real time monitoring / scheduling adjustments based on contact centre performance and staffing schedule adherence to assure service levels are consistently met

Data acquisition, processing and management.

  • Management of data, including ETL.
  • Quality assurance of imported data.
  • Monitor and evaluate changes and updates to source production systems.
  • Ensure data confidentiality and governance according to required guidelines.
  • Management of data storage and data sharing methods.
  • Management of master data, including creation, updates, and deletion.
  • Execute commissioning and decommissioning of data sets.
  • Development of initiatives and processes for data integrity and normalization
  • Provision of technical expertise on data storage structures, data mining, and data cleansing

Data interpretation and transformation

  • Investigate data to find patterns and trends.
  • Develop and apply processes to convert data into usable information that is easy to understand, accurate, consistent, and timely into accurate, consistent and timely information.
  • Formulate and execute validation strategies and methods (i.e., system edits, reports, and audits) to ensure accurate and reliable data.
  • Integrate and interpret data from internal or external sources to provide analysis and reporting.

Candidate Requirements

  • Proven experience in a dialler and planning function within a call centre
  • Experience of telephony platforms, diallers and WFM tools would be advantageous
  • Experience in Data mining, processing and management
  • Excellent analysis skill and high level of data manipulation
  • Excellent attention to detail
  • Ability to work to targets
  • Proven experience of managing multiple campaigns and planning on a short, medium and long term



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