Overview
Dialler Manager Jobs in Sandton, Gauteng, South Africa at Pepkor Lifestyle
Title: Dialler Manager
Company: Pepkor Lifestyle
Location: Sandton, Gauteng, South Africa
Job Title: Dialler Support Manager
We are seeking a highly analytical and technically skilled Dialler Support Manager to operate and administer our Dialler tools. In this critical role, you will drive our contact center's collections performance by managing campaigns, optimizing calling strategies, and ensuring cost efficiencies and legislative compliance.
Key Responsibilities
- Campaign & Technical Execution: Action all Dialler campaigns, upload data accurately, and adjust dialler modes/settings to optimize techniques and minimize abandon rates.
- Performance Optimization: Monitor daily performance, extracting relevant metrics to make actionable recommendations for improvement.
- Collaboration & Administration: Liaise cross-functionally regarding dialler needs, reconcile vendor statements, and manage SMS campaigns.
- Customer Centricity & Compliance: Develop compliant scripts, apply legislative standards, and resolve customer complaints effectively.
Knowledge
- Contact Center management and technology.
- APT Presence Dialler (Presence Supervisor and Administrator) and SMS portals.
- MS Office proficiency, including Google workplace
- Relevant legislation, specifically the NCA,FAIS and CPA
- Pepkor Lifestyle policies, practices, processes, systems, and operating model.
- Collections Policies and Procedures, as well as express and implied ethical responsibilities.
Skills
- Verbal and Written communication.
- Analytical skills and Report writing.
- Influencing Others.
- Resource management.
- Internal and External networking.
Behaviours
- Customer Orientation.
- Business Acumen.
- Judgment and Decision-making.
- Drive and Energy.
- Resilience.
- Integrity.
Minimum Requirements
Grade 12 with a Degree in Information Systems.
A minimum of 5 years of dialler experience (in a collections environment) within a Contact Centre.
