Dialler Specialist and Resource Planner, Dialler/Workforce team

In the dynamic financial services sector, a critical role has emerged within Liberty's Dialler/Workforce team, seeking a dedicated professional to optimise resource planning and dialler operations. This position, based in Roodepoort, Gauteng, is central to ensuring seamless customer service delivery through efficient forecasting, scheduling, and system administration.

About the Role

This position is pivotal in managing the intricate balance between workforce capacity and customer demand. The successful candidate will be tasked with comprehensive resource forecasting, developing detailed schedules for consultants, and ensuring that these plans align with business objectives and service level agreements. This involves not only strategic planning but also the practical execution of system administration to support these functions. The role demands a keen understanding of how dialler technology and workforce management intersect to drive operational efficiency and enhance customer interactions.

The scope of the role extends to the diligent administration, monitoring, and analysis of dialler and CRM systems. This requires a proactive approach to identify potential issues, optimise system performance, and generate insightful reports that inform decision-making. You will be at the forefront of managing the tools that facilitate outbound communications, ensuring they operate at peak performance and support the broader strategic goals of the organisation.

The core responsibilities of this role are multifaceted, encompassing both strategic planning and hands-on system management:

• **Resource Planning and Forecasting:** Develop accurate resource forecasts based on business needs and historical data. Create and manage consultant schedules to ensure optimal coverage and productivity.
• **Dialler and CRM Administration:** Oversee the day-to-day administration of dialler and CRM systems. This includes managing campaign setups, ensuring system integrity, and troubleshooting any operational issues.
• **System Monitoring and Analysis:** Continuously monitor the performance of dialler and related systems. Analyse data to identify trends, inefficiencies, and opportunities for improvement.
• **Reporting and Insights:** Generate regular reports on key performance indicators, dialler activity, and workforce productivity. Provide actionable insights to stakeholders to support strategic decisions.
• **System Access Management:** Ensure that consultants have the necessary access and permissions to the telephony and dialler systems required for their roles.
• **Campaign Management Support:** Contribute to the effective management of various outbound communication campaigns, including those utilising calling, SMS, and iDialler functionalities.

What They're Looking For

To excel in this role, candidates should possess a strong foundation in workforce management and dialler technology, coupled with analytical prowess and a commitment to driving efficiency.

A tertiary qualification, ideally a First Degree in Information Studies or a related field, is a prerequisite. A minimum of three to five years of direct experience in a dialler environment is essential. This experience must include a deep understanding of all aspects of campaign management (covering calling, SMS, and iDialler functionalities, as well as ISMS and Blaster systems), coupled with proven expertise in data analytics and effective stakeholder management.

The ideal candidate will demonstrate a range of behavioural competencies, including:

• **Embracing Change:** An ability to adapt to evolving business needs and technological advancements.
• **Generating Ideas:** Proactively suggesting innovative solutions to challenges.
• **Making Decisions:** Confidently making informed decisions to resolve issues and optimise processes.
• **Providing Insights:** Translating data into meaningful insights that drive strategic actions.

Technical proficiency is also key. Advanced Excel skills are a must, alongside experience with analytical and data manipulation tools such as SAS (coding and forecasting). Familiarity with programming languages like Python is beneficial. Experience with specific platforms such as Connex AI, Calabrio, AWS, Salesforce, and Power BI will be highly advantageous, demonstrating a broad understanding of the tools commonly used in this space.

This role offers a significant opportunity to contribute to a leading financial services organisation, impacting operational efficiency and customer experience. In South Africa, positions involving resource planning and dialler management often form part of larger contact centre or operations teams within financial institutions, telecommunications companies, and large service providers. While specific remuneration varies greatly, roles requiring this blend of technical skill and strategic planning typically command competitive salaries reflective of the specialised knowledge and responsibility involved. Career progression can lead into broader workforce management, analytics leadership, or operations management roles.

Type of Qualification: First Degree
Field of Study: Information Studies

Experience Required

3-5 years minimum experience in a dialler environment where focus was placed on all aspects of Campaign Management (Calling, SMS and Idialler, ISMS, Blaster) ; analytics; stakeholder management.

Behavioural Competencies:

• Embracing Change
• Generating Ideas
• Making Decisions
• Providing Insights

Technical Competencies:

• Computer literacy – Advance Excel Skills
• SAS (Coding/forecasting)
• Phyton 
• Connex AI
• Calabrio 
• AWS
• Salesforce
• Power BI