Dialler Administrator / MIS Analyst

About the role

WNS Global Services is hiring a Dialler Administrator in Newlands East, South Africa. The role covers day-to-day dialler administration and supports the sales and back office department with business analysis, utilization analysis, performance monitoring, report development and analytical support. It aims to optimise contact and conversion rates and to deliver efficiencies and insights that improve operational performance.

Key responsibilities

• Recommend, support and implement departmental initiatives to optimise contact and conversion rates.
• Act as the first point of contact between the dialler and other departments and clients to collect data for multiple dialler campaigns.
• Load data daily according to the client's queuing requirements.
• Analyse operational sales reports and performance data to identify trends, patterns, insights and outliers.
• Drive a repeatable analytic process and deliver high-quality reporting to multiple business stakeholders.
• Analyse and develop reports on specific programs to track program-level results, savings and performance metrics for internal management.

Required profile

• Matric / Grade 12 certificate.
• At least 1 year of dialler administrator experience (1st stream experience is advantageous).
• At least 1 year of experience interpreting call centre analysis.
• Ability to compile information and prepare reports suitable for client delivery.
• Aptitude to communicate analytical findings to internal stakeholders and business leaders.
• Excellent critical and analytical thinking skills are highly desirable.

Required skills

• Advanced proficiency in MS Office, especially Excel.
• SQL is preferred, including report writing and data management.
• 1+ years of analytics experience in a data warehouse environment is preferred.
• Knowledge of contact centre systems and processes; collections experience is advantageous.
• Project completion experience and client engagement and presentation skills are advantageous.