The role will require a strong understanding of dialer management, telephony infrastructure, data analysis, reporting, and SQL.
With limited direction, develop and translate business requirements to technical specifications.
Create technical designs for enhancements or refinement of integrated call centre technology with a focus (but not limited to) outbound campaigns.
Independently perform testing and design scenarios/projects to optimize performance across all business lines.
Assist with integration and system testing, according to detailed test plans to ensure high quality.
Creates, modifies, and terminates users, campaigns, skills, dial rules, and other settings within the dialer platform.
Promote and maintain an ongoing working relationship with other technology and service departments and partner with them to support our call centre environment.
Assist in ad-hoc projects as needed.
Requirements
A minimum of 2 years of related technical or call centre experience, with automated dialler management in a blended call environment.
Solid project management skills including demonstrated project work with integrated telephony and/or automated dialer technology.
Ability to analyze data and recommend go-forward actions.
Ability to establish and maintain effective working relationships at the Management level across functional groups and business units.
Previous experience interacting with Analytics and IT for dialer campaign management.
Ability to work in a fast-paced environment and adjust focus and workflow based on changing deadlines and needs.
Excellent written and oral communication skills.
Good to have
Knowledge of Excel, SQL, MySQL, and ETL tools (Such as Kettle) and strong attention to detail required.
At least 2 years of experience with SQL preferred, including data analysis, import, export, and presentation.
Proficiency in utilising BigQuery for data analysis and manipulation.
Expertise in Excel and Tableau for data analysis, reporting, and visualisation.
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