Dialler System Analyst

Job description

The role is to Optimise the Predictive Dialler system to run collections calling strategies efficiently through the correct usage of Rules and Parameters of the system.

Key accountabilities
· Receive the Daily Delinquency Report and decides and Implements Call Strategy for the day
· Design Campaigns based on the new Strategy received from Customer Value Management, Efficiently through the correct usage of Rules and Parameters of the system
· Continuously review and update the performance of collections and recoveries activities and recommend improvement adjustments to Operations and Business to meet short term plan (STP) budgets
· Extract, Analyse and store daily, weekly monthly collections MI into the SharePoint, to provide insightful commentary to support the data that details areas of potential concern and develop remedial action plans to address the issues
· Extract ad-hoc analysis reports on the specific collections related issues - this would include detailed investigations into possible problem areas within the collections portfolio, flagging out of line situations
· Communicate with the Stakeholders of the respective Strategic Business Units (SBUs) and Management Committees on an ongoing basis to ensure the speedy adoption of strategy development and revisions
· Liaise and engage with various internal Stakeholders (e.g. National dialler managers, Retail collections Managers, Customer Value Management, Business, IT, Team leaders) to secure their respective support in the implementation of dialler strategies to improve operational performance
· Communicate any changes in the dialler strategy to internal Stake Holders.(dial sequence/dialler algorithms, Splits and list parameters changes)
· Conduct weekly meetings with team leaders and discuss agents performance reports and identify anomalies to improve agent performance (Talk and Wrap time)
· Responsible for the optimisation and evaluating of calling strategies on the predictive dialler.
· To ensure that Ready time/Idle times are maintained within targets by utilising rules and parameters correctly
· To ensure optimal real time monitoring of the system and identifying and communicating any areas of improvement to stakeholders
Competencies
· Planning and organising
· Formulating strategies and concepts
· Relating and networking
· Adapting and responding to change
· Analysing
· Persuading and influencing
· Applying expertise and technology
· Presenting and communicating
General
The appointment will be made in line with the Divisional Employment Equity strategy

Minimum requirement
· B-degree in Informatics or Finance or Risk (NQF level 6.)
· Two year experience in a collections environment
Knowledge & Skills
· SQL (Structured Query language)
· Knowledge of collections environment
· Microsoft office software(excel,access,internet,powerpoint,outlook)
· Communication and interpersonal skills
· Analytical skills
· Knowledge of PABX and Avaya systems