Dialer Specialist at FairMoney

Roles and Responsibilities

• 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.