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Dialer Manager (Vicidial)

Job Purpose

  • Rendering both operational and technical support across business units.
  • Manage all aspects including administration of the dialer   on a day to day basis, including real time monitoring, reporting and analytics.
  • Action dialer   and campaign requirements in order to maximise, dial rates, productivity ensuring that the dialer system (Voice, Nodes, connectivity, capacity) are optimally utilized. 
  • Constantly pursue initiatives, processes and solutions which will further optimize the Inbound and Outbound dialer   space.
  • Manage first line fault reporting and engagement with IT on system issue

Responsibilities

  • Monitor all live campaigns across all business units 
  • Provide input into the testing, design and implementation of dialer   strategies for various campaigns across business units. 
  • Ensures that dialer   settings are defined, set up and monitored accordingly. 
  • Monitors all dialer   activities on a day to day basis ensuring adherence to strategy. Emphasis will be placed on phone/number strategies, dialer   strategies, list and campaign optimization. 
  • Proactively communicates with Team Leaders and Managers regarding the need to ensure that non adherence from agents on the dialer are addressed and relevant action taken. 
  • Creates new dialer   and Phone/SIP logins i.e., Manager, Agent, Team Quality Assessor.
  • Be able to Load new leads where required.
  • Analyses reports by interpreting results and making additional recommendations to enhance the results achieved
  • Provides daily, weekly and monthly feedback on planner and campaign performance with to identify areas of concern and initiating the need for change where necessary.
  • Ensures dialer downtime is kept to a minimum and communicates any concerns to the right owners and keeps key stakeholders updated with progress. 
  • Managing and follow ups on all dialer   IT and System tickets logged 
  • Conducts weekly/monthly feedback sessions with Line Managers to discuss/report findings in terms of dialer   and inbound activities.  
  • Keeps abreast of best practices for Dialer   and Inbound activities. 
  • Customizing dialer   reporting according to the needs of the business unit
  • Manage the setup, training and onboarding of all new business units onto the dialer 

Requirements

  • Vicidial experience is mandatory
  • Predictive dialer campaign management experience 
  • Preferably vici dialer   1-3 years
  • Experience in analytics and MI reporting.
  • Relevant tertiary qualification advantageous.

 

Or, know someone who would be a perfect fit? Let them know!

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Perks & Benefits

The growth of our business is driven by state-of-the-art technology that allows us to create data-driven solutions that are personalised according to the needs of our clients, providing them with insights, business competitiveness, operational excellence and a superior customer experience.
Our people remain our greatest asset ; we will therefore continue to bring together the best talent as we help them achieve their own career aspirations in a growing company that is truly global.

  • Excellent career growth locally and globally

  • Innovative and dynamic work culture

  • Innovative work culture

Workplace & Culture

With over 1,500 staff, Cartrack is creating revolutionary platforms that will transform the industry and help improve efficiency, safety, security and the environment. Our reputation as one of the most innovative and fastest growing telematics companies in the world has resulted in us acquiring 1 million subscribers, including businesses, consumers, and governments. 


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