Datafin

Dialler Specialist

IT – Analyst, Data Management
Cape Town – Western Cape

ENVIRONMENT:
A dynamic Financial Services company seeks an innovative and strategic Dialler Specialist to join their team. Your duties will require you to manage all outbound and inbound administration functions on the telephony platform (Connex One), liaise with IT for fault resolution and new implementations, and serve as first line support for any dialler issues. The ideal candidate must have 3+ years’ experience as a Dialler Specialist, 3+ years’ experience with Connex One platform (or similar) and 3+ years’ experience within a Sales/Financial Services environment. As well as this, you will need to have knowledge of SQL, producing analytical reporting, and Tableau (or similar).
 
DUTIES:
  • To manage all outbound and inbound administration functions on the telephony platform (Connex One)
  • Liaise with IT for fault resolution and new implementations.
  • Serve as first line support for any dialler issues
  • Develop and execute dialler strategies in tandem with Business Intelligence Manager
  • Collate and present dialler and CRM results to Mid – Senior Stakeholders
  • Ensure dialler execution is aligned to all business unit KPI’s
  • Automate data loading within the dialler
  • Facilitate operational Tableau reporting linked to dialler performance and CRM
  • Drive innovation and strategy in the current dialler platform (Connex One)
  • Real time analysis of dialler campaigns
  • Identify and communicate any data anomalies or agent behavior issues
  • Drive dialler metrics (Answer Rate/ RPC Rate) to influence conversion to sales.
  • Manage Omni Channel Communication channels and flows within dialler platform (WhatsApp, SMS, Voice Blasts)
  • Run A/B test on contact strategies
 
 
REQUIREMENTS:
  • 3-4 years’ experience as a Dialler Specialist
  • 3-4 years’ Experience with Connex One platform or similar dialler platform
  • Experience managing multiple campaigns
  • Experience in working with data (SQL) and producing analytical reporting
  • Experience working with Tableau or similar data visualization tools
  • Minimum 3 years’ experience within a Sales / Financial Services environment.
 
 
SOFTWARE/PROGRAMS:
  • Connex One or similar dialler platform
  • Excel (Intermediate – Advanced)
  • Tableau or similar visualization tool
  • SQL (Advantageous)
  • WhatsApp for Business (Advantageous)