Purpose
Participate in the development of Sales, Fulfilment and Service strategies and translate them into executable dialer, workforce, MI, strategies to achieve the desired results from both product and operations perspective. The role will also be expected to effectively manage the Dialler,IVR, Voice Analytics, workforce and MI. To optimise and support the improvement of business performance and people development through the effective use and scaling of fit-for-purpose Contact Centre Technology (Full Telephony & WFM Stacks) and Enablement and Support capabilities and skills as well has provide analytics to the Direct Channel business to pro-actively manage collections effectiveness.
Minimum requirements
- BCom Informatics/ Bsc.
- Project Management.
- 2 years’ experience in data mining or analytics.
- 3 – 5 Years in Call Centre Campaign Management.
Main Duties
- Business intelligence and research.
- Data analysis and modelling.
- Customer Communication during on-boarding strategy (Engagement engine).
- Customer relationship management.
- Develop and maintain dialer strategy.
- Leads performance management.
- Staff and talent management.
- Reporting
Key competencies
- Client Centric.
- Computer Literacy (Advanced Excel, PowerPoint, Word, MS Outlook).
- Financial Business Acumen.
- Financial skills.
- Industry: Compliance rules and regulations.
- Knowledge and understanding of systems and workflow processes: Exactus,Tallyman, CIC, Telephony,CMS Reporting,NICE.
- Knowledge of ABIL policies and procedures.
- Processes: Telesales process, Financial Services – Credit Products, Risk Management process, Planning and Organising, Business Process design and Reengineering (process literate).
- Technical: Project Management, Analytical skills, Telesales, Dialler operations.
N.B: By responding to this advert, you consent to Heitha Staffing Group processing your personal information for recruitment purposes and confirm that any personal information has been submitted voluntarily.
Applicants will be requested to fill in and sign a POPI Act Consent Form.
Only shortlisted candidates will be contacted. If you have not heard from us in 4 weeks, consider your application unsuccessful.
Desired Skills:
- Computer Literacy
- Project Management
- Data mining
- Call Center
Desired Work Experience:
- 2 to 5 years Systems / Network Administration
Desired Qualification Level:
- Degree