Dialler Administrator and Quality Control

Our client is looking for a dedicated Dialler Administrator and Quality Control that maintains good relationships with the client, team, and co-workers to be effective in carrying out the work description of the position.

Job Purpose: 

Dialler Administrator (30% of role)

• This role is to manage the dialler to drive productivity and performance outcomes on the floor to deliver the best possible results to all stakeholders. This will be achieved by having a thorough and holistic understanding of the Dialler System (MaxContact), campaign requirements and the teams skill set.
• This person will be responsible for managing the dialler for approximately 3-4 hours a day and needs to respond and adapt to change with a sense of urgency, escalating any productivity or campaign performance concerns to the Team Leader in a timely manner.
• They will think strategically and will need to be able to optimize the operation of the Dialler and maximize

Quality Control (70%)

• To listen to and monitor calls made by fundraisers both at SHA and the Offshore call center. This will be defined by the Call Centre Manager and Offshore Team Leader.
• To ensure that fundraisers are complying with statutory and scripting requirements
• To ensure Fundraisers are pitching correctly and monitoring their call times.

The Role: 

Dialler Administrator

• Responsible for the management/overseeing of the Dialler across all Campaigns at various times/shifts
• Monitor call campaigns to increase the KPIs and ensure the efficiency of the calling is maximized
• Work closely with the SHA Dialler Manager and Offshore Team Leader to assist with problem solving, trouble shooting and testing to resolve any Dialler issues that may arise in a timely manner
• Handle day to day escalations including system concerns, data concerns and campaign concerns to the SHA Dialler Manager and Offshore Team Leader
• Suggest and implement methods to improve efficiency and service to both internal and external customers
• Monitor operational performance of Fundraisers, identify issues, determine cause, and provide feedback in a timely manner to the appropriate team member so they can be addressed the same day
• Track and report on Call Centre Productivity and internal revenue targets and KPIs applicable

Quality Control 

• Having a full knowledge and understanding of the Essential Scripting Guidelines (ESG) so calls can be accurately assessed
• Listening and Monitoring Voice Recordings Daily of Fundraisers based on predetermined criteria and parameters set by SHA Call Centre Manager (CCM)
• Reporting accurately on voice recordings and findings and maintaining an up-to-date record log
• Reviewing voice recordings based on specific request made by various administration departments
• Reviewing voice recordings in connection to client and/or donor complaints
• Compiling documents pertaining to the Fund Raiser Performance and supplying them to the CCM and/or Offshore Team Leader
• Collating information and preparing documents prior to fundraiser reviews
• Maintaining accurate QC records and reports of weekly and daily output in QC log and fundraiser files

Requirements

• Excellent English
• Excellent communication and listening skills
• Excellent PC Skills, especially MS Office Suite Excel and PowerPoint

Competencies / Proficiencies

• Ability to achieve outcomes with minimal direct supervision
• Ability to pick up New IT systems quickly
• Can manage multiple tasks concurrently and is highly organized
• Ability to build trust and show integrity by being genuine and taking a balanced view of circumstances
• Show care by listening carefully, seeking feedback and being community minded
• Excellent communication skills
• Analytical
• Be accountable, proactive and show initiative
• A positive and enthusiastic attitude
• Excellent time management ability
• Ability to adapt to a changing environment

Prior Experience 

• Prior Dialler Administration and Management essential
• Be familiar with using a Dialler System
• Ideally Call Centre/Telemarketing Experience
• KPI Driven

If you are a highly motivated individual looking for a new career opportunity in a dynamic and exciting industry, wed love to hear from you!