Call Centre Dialer Manager

Alpha Konnect is seeking a Call Centre Dialer Manager to manage and optimize our VICIdial system, ensuring operational efficiency and productivity. The ideal candidate will analyze performance data, monitor key metrics, and collaborate with various teams to enhance system capabilities. This role requires a detail-oriented professional with strong technical expertise in VICIdial and a data-driven approach to call center optimization.

Key Responsibilities:

• Manage and optimize the VICIdial system to enhance operational efficiency and productivity.
• Analyze performance data to generate insights on call outcomes, agent efficiency, and customer interactions.
• Monitor real-time and historical metrics to ensure SLAs are met, adjusting dialer strategies as needed.
• Collaborate with operations and IT teams to implement system enhancements and resolve VICIdial-related issues.
• Ensure compliance with data protection regulations in handling customer information.
• Develop and maintain documentation related to dialer configurations, processes, and best practices.
• Identify opportunities for automation and workflow improvements to enhance system efficiency.

Required Qualifications & Experience:

• Proven experience working with VICIdial or similar dialer systems in a call center environment.
• Strong analytical skills with experience in performance data analysis and reporting.
• Ability to monitor and interpret real-time metrics to make strategic adjustments.
• Familiarity with data protection regulations and compliance standards.
• Strong problem-solving skills with the ability to troubleshoot and resolve system-related issues.
• Effective communication and collaboration skills to work across teams.
• Experience in scripting and automation for dialer systems is a plus.

Preferred Skills:

• Experience with call center operations and process optimization.
• Technical expertise in server management and VICIdial configurations.

· Working Hours:

· Monday to Friday: You will be required to work from 08:00am - 18:00pm.

If you are passionate about optimizing call center operations and have a keen eye for data-driven decision-making, we would love to hear from you! Apply now to join the Alpha Konnect team.

Job Type: Full-time

Pay: R8 000,00 per month

Work Location: In person

Application Deadline: 2025/03/14

Information :

• Company : Alpha Konnect
• Position : Call Centre Dialer Manager
• Location : Cape Town, Western Cape
• Country : ZA