Dialler and Wfm Analyst

We are looking for a Dialler and WFM analyst who will be responsible for overseeing the operation and optimisation of our telephony and workforce management systems, ensuring efficient and effective communication with customers. This role requires a strong understanding of inbound and outbound dialler technologies, workforce management software, data analysis. monitoring, and influencing skills to drive successful outcomes. The role requires strong technical knowledge of collection activities, industry standards, economic climate and credit industry understanding.

Your routine work may include the following tasks (but not limited to the ones below):

- Create and use relevant contact channel methodology utilising real time alerts.
- Dialler system management: manage outbound dialler systems to ensure smooth operation and optimal performance and monitor and configure dialler settings and call pacing to optimise performance within compliance requirements.
- Assist Team Support Officers, Team Leaders, Assist. Operations Manager, Operations Managers and Business Unit Heads to monitor and measure collections, operator productivity and campaign results with a view to providing actionable insight through specific recommendations.
- Recommend/suggest operator training for improved outcomes and FTE utilisation across the business
- Manage campaign quality and ensure project tasks are completed within set timeframes monitor the percentages of dropped calls, connected calls, and connected calls to the right parties
- Identify the cause of technology issues when they arise and refer to correct technical support area
- Develop campaign strategies based on results on previous campaigns and assess viability of any proposed changes there should be constant champion challenger scenarios in play.
- Provide data to enhance strategic decisions on growth or improvement in business performance.
- Perform postimplementation reviews of all major systems changes, document and ensure that all reference to documents in the QA and corporate manuals are updated on a timely basis
- Schedule Report (Team Specific) day by day analysis for all clients to manage trends in campaign quality and analyse performance.
- Periodically Report Outbound & Inbound services for all clients to manage trends in campaign quality and analyse performance. Responsible for client specific reporting, portfolio hygiene and analysis
- Dialler Utilisation Report Critically examine to ensure campaigns are run at appropriate times to maximum contact.
- Recommend and implement strategic enhancements to collection, campaign, resourcing and treatment strategies to ensure key performance indicators throughout the business are achieved.
- Proactively contribute to developing innovative processes to streamline the business operations, treatments, documents and customer channels
- Display a thorough knowledge of all legislative and regulatory guidelines around customer contact and have a good understanding of the available customer content.

**About you**
- Tertiary qualification in relevant field
- Extensive knowledge of all recoveries functions and systems
- Experience in operating the Microsoft office suite and in house reporting software
- Demonstrated understanding of Dialler operation and business practices
- Ability to understand significant data on customer records, interpret results of campaigns run and analyse why certain results were achieved. Able to develop campaign strategies based in previous campaigns and implement new ideas if previous strategies are no longer achieving Dialler expectations
- Customer focus - all tasks should be geared towards satisfying the customer, however with diligence in order to avoid jeopardising the business. Listening to customers needs and wants and taking action when issues arise
- Able to create actions plans for work and organises time and resources effectively. Establishes priorities, deadlines and objectives to guide work activities
- Ability to liaise with requests/directions and understand the requirements and offer solutions. An aptitude and eye for data analysis as it applies to the operations. Take steps to keep knowledge up to date and uses that knowledge to solve day to day business problems
- Establishes clear priorities to guide the activities of schedules and delegate activities to ensure optimum use of time and resources