Key ResponsibilitiesAdvance Dialer support Presence System Issues Maximize Dialer functionalities Optimally utilization of Presence across functional areasEnhance outbound productivity & efficiencies Liaising with external vendors Quartly reviews Dialer strategies Aligning standard operation procedures and processes to dialer strategies Record prioritization Campaign prioritization Campaign monitoring (RTM) & effectiveness thereof Front end & back end dialer support Attending to operations technical issues and dialer queries Assisting and educating Team Leaders to ensure that the dialer is optimally utilized Action files ensuring dialer files are updated and loading campaigns Monitoring of campaigns and flagging concernsFlexing of agents between inbound & outbound Reports Weekly and monthly review sessionsAssisting with other adhoc requestsResponsible for Dialler awarenessSupervisor training

Key ResponsibilitiesAdvance Dialer support Presence System Issues Maximize Dialer functionalities Optimally utilization of Presence across functional areasEnhance outbound productivity & efficiencies Manage Presence Projects ito of upgrades & roll outs Mentoring of dialer administrators Liaising with external vendors Quartly reviews Dialer strategies Aligning standard operation procedures and processes to dialer strategies Record prioritization Campaign prioritization On-going up skilling of dialer administrators Campaign monitoring (RTM) & effectiveness thereof Reviewing Dialer licenses & distribution thereof Front end & back end dialer support Attending to operations technical issues and dialer queries Assisting and educating Team Leaders to ensure that the dialer is optimally utilized Action files ensuring dialer files are updated and loading campaigns Monitoring of campaigns and flagging concernsFlexing of agents between inbound & outbound Reports Weekly and monthly review sessionsAssisting with other adhoc requestsResponsible for Dialler awarenessSupervisor training

Key ResponsibilitiesEnsure communication to staff and management through meetings, team briefings and one-on-one sessions.Analyze performance data to develop individual and team performance.Prepare weekly and monthly reports on team performance against targets.Monitor and provide feedback on team and individual’s daily performance against set targets.Develop team and individual strengths and weaknesses through constant on-the-job coaching sessions and monthly MAP discussions.Identify training needs for the team/individuals and actions their resolution.Maintain good discipline and time-keeping within the call centre.Interview and select new recruits.Analyze performance data to develop individual and team performance.Motivate and recognize performance in team and individuals in order to improve or maintain performanceFollow up and close the relevant query.Providing feedback on compliance and QA audits to management.Conducting compliance and QA audits (call assessments) on call centre consultants.Provide coaching to consultants when required or on request of the Team Leader.Identifying common trends and mistakes as well as training needs.Addresses focus areas on quality and compliance. Facilitate workshops to address issues pertaining to both compliance and motivation within the team.Developing and designing of new training materials of workshop.Responsible for the roll out of any new or updated processesLiaising with compliance officer and training department.Conduct post initiative assessment to ensure learning has taken place.Keeping manual stats during the month.Doing monthly reports on team’s compliance and QA.E-mail survey feedback received and feedback given to consultants.Assist consultants with queries and customer appeals.Follow disciplinary procedures with consultants when required.