We are on the lookout for a skilled Dialler & Data Specialist to join our team. In this crucial role, you'll be at the forefront of enhancing our business performance by optimizing dialler efficiency and improving customer campaign contact rates. Your expertise will help us unlock valuable insights through comprehensive reporting on ROI, perform in-depth data analysis across all customer service channels and team performance, and fine-tune our chatbot service to better meet our goals. If you have a strong technical background in dialler operations, a knack for data analysis, and a passion for driving continuous improvement, we want to hear from you. Join us in shaping the future of customer support with your analytical acumen and strategic insights.

Duties and Responsibilities (Include but are not limited to):

Dialler Management and Performance

• Manage the dialler in real time to ensure optimal agent productivity and data penetration, monitoring key metrics including connect rates and failed calls.

• Collaborate with external dialler providers to acquire best practices and upskill the team.

• Partner with business stakeholders to enhance data penetration and agent productivity while minimizing data utilization.

• Adhere to business-set requirements for abandonment rates, answer machine detection, and customer messaging.

• Prevent lost opportunities through proactive management.

• Monitor voice lines actively to detect performance degradation.

Day-to-Day Dialler Performance

• Continuously assess agent skills in real time, offering recommendations based on call types.

• Monitor efficiency metrics such as penetration and agent productivity.

• Implement and oversee dialling strategies.

• Perform routine dialler maintenance tasks, including user management, campaign configuration, agent connectivity, system backups, and upgrades.

• Maximize data and dialler performance at the campaign level, ensuring compliance with legislation.

• Analyze business processes to meet campaign data and dialler requirements.

• Develop and update dialling campaign filters, list strategies, and reports.

• Adjust dialler systems performance as needed.

• Oversee all aspects of the call centre technology platform, including conversational IVR, cloud-based solutions, workforce management, and outbound dialling/campaign management.

• Analyze data to establish optimal recycling rules based on campaign setups.

• Ensure an effective lead loading process into the dialler.

• Report on lead usage and run daily, weekly, and monthly reports.

• Evaluate and refine dialler and campaign parameters to achieve desired business outcomes.

• Analyze dialler and data outcomes to implement necessary improvements.

Data Analysis and Reporting

• Create both standardized and custom reports, analyze data, and report findings to the business department.

• Provide daily, weekly, and monthly Customer Service reports, as well as ad hoc data requests.

• Develop standardized tools, methodologies, and business processes to enhance operational efficiency and identify improvement areas across KPIs.

• Manage all project stages, from requirements gathering to deployment.

• Deliver quality work on assigned projects and collaborate with stakeholders to determine data collection and presentation needs.

• Assist with data collection, processing, and interpretation to address business questions accurately.

• Develop written reports and data visualizations for business stakeholders.

• Drive continuous improvement in performance reporting to better manage the business.

• Offer insights into patterns, trends, and market analysis to inform business decisions.

Customer Service Data Management and Analysis

• Collect and manage data from various customer service channels and performance, ensuring accuracy and completeness.

• Configure and analyze the Customer Support Chatbot service performance.

• Identify trends and insights in customer service data to improve service quality and efficiency.

• Create comprehensive reports and dashboards for senior management and stakeholders.

• Develop and monitor KPIs for customer service operations.

• Provide actionable insights into customer behavior, preferences, and pain points.

• Recommend process improvements to enhance customer support efficiency.

• Use predictive analytics to forecast customer needs and support demand.

• Create visual data representations for effective communication of insights.

• Work with the Customer Service team to understand data needs and provide support.

• Ensure the integrity and security of customer service data.

• Conduct regular trend analysis to detect shifts in customer behavior and service performance.

• Perform ad-hoc data analysis for specific business needs or projects.

• Recommend tools and technologies to improve data analysis and reporting capabilities.

• Analyze customer feedback and surveys to identify improvement areas.

• Provide training on data-related tools and best practices.

• Benchmark customer service performance against industry standards.

• Conduct root cause analysis for service issues and suggest corrective actions.

• Support projects related to customer service improvement and new service channel implementation.

• Maintain documentation of data analysis processes and findings.

• Ensure compliance with data protection regulations and company policies.

Key Requirements

• Grade 12 or equivalent

• Relevant certificate or diploma

• Dialler Administrator in a Contact Centre: 2 to 4 years of experience.

• Experience in an Omni Customer Support Environment: 2 to 3 years of experience.

• Experience with Automated Call Distributors (ACDs), Interactive Voice Response (IVR), skills routing, scheduling, and intra-day management: 2 to 4 years of experience.

• Experience with Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI): 1 to 3 years of experience.

• Microsoft Excel: 3 to 5 years of experience.

• Experience in all stages of project work (requirements, design, implementation, testing, and deployment): 3 years or more.

• Experience in estimating solution development and delivering solutions against those estimates: 3 years or more.

• Experience in Customer Service/Support, marketing, and other operational departments: 3 to 5 years of experience.

Additional Skills

• Communication (Written and Verbal)

• Problem Solving

• Analytical

• Planning and Organising

• Interpersonal

• Relationship Building

• Managing Multiple Priorities/Deadlines

• Flexible and Adaptable

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like' environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S DIVERSITY AND INCLUSION PLANS