Overview
Dialler Specialist Jobs in Cape Town, Western Cape at BNP Paribas
Full Job Description
Main Purpose
Ensure that the Presence Dialler system is optimally utilized within the respective Group Operations Divisions. Creates, coordinates and maintains dialler strategies to support Customer Operations and Collections.
Key Responsibilities
Align dialler campaigns to business processes and requirements
Align dialler campaigns to existing customer management processes
Regular post implementation reviews of campaigns and with change proposals where necessary
Identify Call Blending Management opportunities
Ensure that Dialler processes are documented and are up to date with latest Dialler activities
Analysis of reports by interpreting results and making additional recommendations to enhance the results achieved
Emphasis will be placed on phone strategies, Presence dialler strategies, campaign prioritisation, algorithms
Ensure that activity log is maintained by Dialler administrators and to report on anomalies or success within a particular time range
Project support role where required by Manager or business
Key Competencies
Good understanding of the importance of an ever improving ratio aimed at reducing the cost of doing business while at the same time increasing the output of the contact centre environment
Delivering results and meeting customer expectations
Deciding and initiating action
Persuading and influencing
Ability to analyse numerical and business data
Qualifications, Skills and Experience
Grade 12
Diploma or certificate in Statistics and or workforce planning would be advantageous
3 to 5+ years’ experience within the Presence dialler environment
Scenario based capacity planning – outbound
Tableau and SQL report writing would be advantageous
Title: Dialler Specialist
Company: BNP Paribas
Location: Cape Town, Western Cape
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