Standard Bank Specialist, Dialler Jobs in South Africa

Standard Bank Specialist, Dialler Jobs in South Africa

Job Purpose

  • NB: We are looking for somebody with extensive experiencing working with Aspect Dialler and extensive experience working on SAS

  • The Specialist is responsible for all aspects of the dialler traffic management, monitoring, reporting and analytics.

  • The role encompasses the associated systems administration required to ensure that the resources have access to the relevant telephony systems.

  • To ensure consistent and value add support is offered to all stakeholders. Utilize the dialler and its capabilities to improve efficiency performance with the operational areas. To utilize the dialler and its capabilities to improve staff efficiency and provide opportunities around headcount and staff savings. To analyse and interpret data in order to offer stakeholders suggestions to improve performance in their areas

    Key Responsibilities/Accountabilities

    Dialler campaign management

  • Campaign set up

  • Filter set up

  • List set up

  • Strategy set up

  • Settings maintenance

  • Exclusion management

  • Product alignment

  • Real time management

  • List and queue management

  • Agent set up and maintenance

  • Sign on management

  • Sla adherence

  • Daily action plans

  • Efficiency improvements

  • Governance documents

  • Stakeholder engagement

  • Staff sign on creations

  • Daily reporting

  • Exception reporting

  • Customer service

  • Dialler mi analysis

  • Solutions offerings and performance explanations on dialler influenced efficiencies

  • Real time campaign management and monitoring

  • Flawless and accurate mi reporting

  • Initiatives and champion / challenger projects within the dialler

  • Traffic management

  • Stakeholder calibration

  • Sample call listening

    Consulting / Analysis

  • Regular analysis of call volume, trend and headcount growth. Provide feedback to the relevant resource manager for discussion with the appropriate call centre stakeholders

  • Meeting with operational stakeholders on a regular basis to discuss factors that could affect the call volumes.

    System Administration

  • Assisting in creating relevant access to telephony systems for use by consultants

  • Creating of relevant Dialler and ewfm profiles for inclusion of the consultants in the resource scheduling process

    Learning and

  • Up-skill and Cross-skill to ensure team functions at most optimal level.

  • Consistently scan the environment to ensure best practices for Dialler, investigated and implemented where appropriate.

    Risk management

  • Nurturing the relationships to promote the image of and engender trust within function.

  • Identify, escalate timeously and recommend action in terms of risk (people, processes and technology) in accordance with relevant policies and procedures.

  • Ensure that actions are compliant with the policies, processes and procedures of the Call Centres

  • Identify any gaps in current processes

  • Approach risk from a holistic perspective including all systems, process and procedures

    Minimum Qualification and Experience

  • Matric

  • Tertiary qualification would be an advantage

  • 1 to 3 years minimum experience in a dialler environment where focus was placed on:

  • All aspects of Campaign Management (Calling, SMS and Idialler, ISMS, Blaster)

  • Analytics

  • Stakeholder Management

  • Experience of Quality Assurance and Service Monitoring is preferable

  • Comprehensive knowledge of SBSA’s laid down policies and procedures relating to the Credit Rehabilitation and Recoveries.

  • Knowledge of service standards applicable legislation.

  • Attendance of applicable SBSA training courses.

  • Knowledge and understanding of the Credit Rehabilitation and Recoveries Customer Value Proposition.

  • Computer literacy – working knowledge of how to access information via Intranet, Excel, Power Point, etc.

    How to Apply

  • For more information and job application details, see; Standard Bank Specialist, Dialler Jobs in South Africa

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