Apr 13, 2021
Primary Purpose
To be a system administrator for all systems utilised by management in Service Centre of Excellence to monitor adherence andperform scheduling of Service Centre of excellence agents. The incumbent will be responsible for day to day creation, building andassigning of campaigns to agent.
To take ownership and accountability for the effective and tactical executionof all campaign activities- Execute the bank strategy using the relevant SCE Systems- Monitor campaigns and ad hoc duties related to campaign lists from MI andstakeholders in the Service Centre environment- Implement, control and evaluate contactability strategies on the PredictiveDialer and interactive Electronic Communications (SMS, calls and Emails)with relevant stakeholders.- Creation of new system logins profiles for agents, team leaders and any newstakeholder in accordance with the systems policy- Compile and analyze results and making additional recommendations toenhance the results achieved by Service Centre e.g. Phone strategies,campaign strategies, dialer strategies, algorithms, forecasting, by utilizingEDW data.- Effectively execute and manage business campaigns- Support the design, deployment and integration of multiple contact strategychannels within the dialler strategy and execute such strategies in a test andlearn environment by advising the senior dialler manager on technology andcapacity challenges.- Analyze output data from the system and suggest ways of improvements toManagement- Implement process improvements to better support the more effective useof the dialler technology in the outbound and Inbound collections centre.