JOB TITLE
Dialler Operator
ROLE PURPOSE
The Dialler Operator will be responsible for executing the Dialler strategy and monitoring the daily functionality of the Dialler, in line with relevant Call Centre regulations and internal/external SLA’s. They will also produce a variety of Management Information for both internal and external Stakeholders.
REQUIREMENTS:
- Data manipulation skills using Excel and other IT packages.
- Experience working as a dialler Administrator /Dialler Operator within a call centre environment.
- Candidate will be required to work from ( 3am until 12pm SA time)
- Great compliance adherence
SKILLS AND COMPETENCIES:
- Good attention to detail.
- Effective communication skills, both written and oral.
- Excellent interpersonal skills.
- Excellent PC skills
DUTIES AND RESPONSIBILITIES:
- Build Dialler campaigns and filters.
- Monitor Dialler campaigns throughout the day whilst also monitoring agent performance in the Dialler.
- Build files for text messages to be sent using an external supplier
- Compile Management Information including ad-hoc data, as required by the Business, to be distributed both internally and externally.
- Use Dialler data to make recommendations on the Dialling strategy.
- Review agent adherence and agree agent SLAs to ensure maximum productivity.
- Continually document, maintain and review existing processes, procedures and systems to make recommendations on how to improve the Dialler area, ensuring we are best in Business.
- Build relationships with both internal and external Stakeholders to ensure good communication and interaction across departments and businesses.
- Complete Audit and Quality control checks across all processes.
- Work compliantly in all tasks carried out.
About Sigma, part of the Digicall Group
Our business revolves around Business Process Outsourcing – we help run businesses more effectively and efficiently by taking responsibility for various processes.
At Sigma, we believe in serving people and changing lives. Through a diverse and inclusive service offering and partner network, we believe that whatever your need, we have a solution for you. Our business is to be there for your business when it matters most.
Sigma is part of the Digicall Group which is a preferred service partner providing a range of services in diverse segments such as contact centre management, insurance claims administration, claims assessment and adjudication, supply chain management, and tailor-made bespoke solutions meet customer demands in a responsible, cost-effective and sustainable way.
Mission Statement:
Our new mission is…To improve everything Always! We’ll do this by living our values…
Core Values:
Sigma has created four Core Values that the business and all employees stand by, they help drive our behaviors and what our brand stands for.
#Always Learning – because the more we learn the more we achieve
#Always Adapting – because flexibility creates opportunity
#Always Together – because we are part of our community, not apart from our community
#Always Better – because we do more