Dialer Specialist

About Discovery 

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating to not only achieve financial success, but to ignite positive and meaningful change within our society. 

About Discovery Bank 

Discovery Bank is a bank like no other – a shared-value bank, designed with our clients in mind. We’re all about sharing the value that clients create when they manage their money well, back with them through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their finances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you’re adaptable, a problem-solver, always questioning the way things are d

one, passionate about doing what is right, and obsessed with providing a quality service experience, we have a job for you where you can be your best in an environment that’s safe and nurturing. 

Job Purpose 

Execute and manage dialer strategy for the collections team to ensure campaigns are penetrates efficiently and effectively to meet performance targets and business goals.

Key Performance Areas

• Keep dialer downtime to a minimum and ensure all issues are communicated to IT & management immediately.
• Manage dialer functionality including blended, inbound and outbound campaigns,
• Deliver effective dialing strategies to enhance the success of multiple outbound campaigns.
• Monitoring the team and agent performance through blended/dialer system and maintaining maximum productivity with minimum idle time.
• Hourly performance reporting delivered to the operations teams
• Providing analysis proactive and current to the operation manager and team leaders to help increase performance and productivity across the floor.
• Present, explain and gain support for changes to the dialer strategies or processes based on analysis.
• Analyze data files and best dialing times to keep the operation as productive as possible.
• Constant monitoring of agent activity to ensure maximum productivity is achieved.
• Maintenance of dialer templates and provision of these to the business where necessary.
• Continually analyze campaign and agent performance to identify opportunities to increase contact rates and subsequent sales.
• Meet deadlines for reporting and that the reports are accurate and presented to highest standards.
• Manage stakeholder relationships with onsite and offsite team to ensure dialer is operating optimally

Technical Competencies

• Ability to oversee the dialing strategy framework and provide thorough feedback.
• Ability to provide Industry/best practice insights into dialing and campaign strategy
• Ability to champion challenge dialer practices to optimize penetration and conversion outcomes.
• Technology insights to achieve team objectives
• Good tactical insights into Dialer and Campaign Management frameworks to facilitate operational execution
• Good understanding of productivity and capacity management outcomes
• Excellent verbal and written communication skills
• Stakeholder engagement (internal and external)
• Microsoft office, especially Excel
• Statistics knowledge and ability to comprehend and analyze dialer-output data
• Strong analytical skills required, including an extensive understanding of how to interpret department business needs and translating them into operational requirements.
• Numerically orientated
• Ensure Compliance and Quality Assurance adherence to industry regulations and company policies regarding customer interactions.

Behavioral Competencies

• Business Acumen [ability to make sound decisions]
• Analytical
• Results and deadline driven
• Resilience
• Teamwork
• Collaboration
• Problem solver
• Interpersonal skills
• Self-Starter (can work independently)

Education

• Grade 12
• Relevant Tertiary qualification

Experience

• 3 years’ experience on previous dialer knowledge
• Data analytics (SQL Knowledge is advantageous)
• Proficient in MS Office (Excel – advanced)
• Minimum of 3 years of experience in a call centre environment, with at least 1 year in a dialer management role (Preferred).
• Experience in call centre analysis.
• Ability to compile information and prepare reports that are easily translatable for client delivery
• Basic knowledge of digital marketing tools and platforms (e.g. Genesyscloud, campaign management & Dialer management)

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.