Dialler Manager

The purpose of the Data and Dialler Administrator is to enhance and improve the top-line business understanding and decision-making processes by collecting, analysing, and reporting of data to the various business departments

Duties and responsibilities

• Manage the dialler real time to ensure optimal agent productivity and data penetration as well as other key metrics not limited to connect rates, DMCs, failed calls etc.
• Work with external dialler providers to gain knowledge and best practice and upskill to the rest of the team.
• Work with the business stakeholders to increase data penetration levels, DMC conversions and agent productivity but also decreasing the data utilisation.
• Meet dialling requirements for abandonment rates, answer machines detect, customer messaging etc. as set out by the business.
• Responsibility for preventing lost opportunity
• Actively monitoring the voice lines for performance degrada...