Dialer and Workforce Management Analyst at Standard Bank Group

JOB DESCRIPTION

• The resource planner is responsible for productivity and resources planning, including scheduling composition for consultants and resource forecasting, to ensure optimal customer service level as per consultation with business partners. The role encompasses the associated systems administration required to ensure that the resources have access to the relevant telephony systems. 
• Focus on all aspects of dialler and CRM administration, monitoring, reporting and analytics. 

QUALIFICATIONS

• Completed Matric
• Tertiary qualification would be an advantage

Experience

• 1 to 3 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 
• Experience of Quality Assurance and Service Monitoring is preferable

ADDITIONAL INFORMATION

Behavioural Competencies

• Planning
• Decision Making
• Providing Insights
• Adopting Practical Approaches
• Prolbem Solving

Technical Competencies

• Analytics
• Stakeholder Management 
• Aspect (UIP and ALM) technology understanding
• Knowledge and understanding of the Credit Rehabilitation and Recoveries Customer Value Proposition 
• Computer literacy – working knowledge of how to access information via Intranet, Excel, Power Point, etc.