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Dialler Administrator

The Social Research Centre
  • Hours are from 12:30pm to 8:30pm Monday to Friday
  • Hybrid work arrangement – North Melbourne based and work from home

Established in 2000, the Social Research Centre is Australia's leading provider of social research services. We provide the social research community with access to world-class survey research and a full range of survey design, survey data management, statistical consulting, analytical thinking and qualitative skills. As a wholly owned subsidiary of the Australian National University (ANU), we enjoy unprecedented access to ANU researchers and ANU's world class research environment.

We are seeking a Dialler Administrator to join our team and to help drive our call centre technologies to maximise performance and efficiency. This role will be responsible for multiple technology channels including outbound, inbound and IVR and will focus on real time management of systems and their performance as well as support.

This is an important role in what is a fast-paced large outbound call centre operation. The successful candidate will have proven experience in supporting call centre technologies specifically in outbound dialling environments and will have knowledge in inbound setup and configuration of queues, skills and priorities and in managing call lists, campaigns, lines, dialling groups and more on the outbound side.

We are seeking an individual who has high attention to detail, loves problem solving and is passionate about driving performance through technology and has a continuous improvement mindset. The right candidate will be willing to engage with various stakeholders across the business and externally with technology vendors.

This role will be suited to those who have a combination of technical competency and business facing skills, is a strong communicator and is willing to undertake configuration, data analysis, reporting, maintenance, setup, support and more.

Day to day responsibilities will include:

  • Assist in maintenance and configuration of outbound campaigns including monitoring of lines, stations, groups, campaigns and lists
  • Assist with maintenance and configuration of projects in appropriate technology systems for inbound, outbound and IVR based projects
  • Monitor performance of dialler, projects and list in line with project expectations and configure settings in real-time to drive optimum performance
  • Implement effective dialling strategies to enhance project performance and improve key performance metrics
  • Monitor front line staff adherence to shift and minimise off-phone time through real-time management
  • Support in the setup of projects in appropriate technology systems for inbound, outbound and IVR
  • Run regular reports on dialler performance, inbound, IVR and more
  • Assist with maintenance of all IVR designs and builds
  • Provide support to the wider call centre on call centre technology and participate in troubleshooting where appropriate
  • Be a point of contact for call centre technologies including to vendors

Key Selection Criteria:

  • Previous experience with Outbound Dialling
  • Previous experience with Contact Centre technologies; Telephony, IVR, Dialler, Workforce Management, Omnichannel/Multichannel and like systems
  • Strong organisational skills (prioritising work / monitoring workload / identifying resource needs / problem solving)
  • Excellent verbal and written communication skills and experience communicating with all levels from frontline to management to vendors
  • Ability to train Contact Centre agents on use of dialler/telephony technologies
  • High sense of ownership of the problems and requests assigned with a customer service mindset
  • Strong problem solving and proven analytical and data analysis skills
  • Experience in reporting
  • Be a self-starter with the ability to work autonomously
  • Basic knowledge of network/infrastructure setup and security
  • Microsoft Office skills, such as; MS Project, Excel and Visio
  • SQL knowledge (intermediate to advanced level)

This is a permanent, full-time position. Due to restrictions arising from the COVID-19 pandemic, the successful candidate will initially be required to work remotely. A suitable home workspace and computer setup, and reliable internet connection are required. Ongoing, the successful candidate will be required to work between our call centre, located on the northern fringe of the CBD, and their home workspace.

Please note that due to the nature of the Call Centre operating hours, this role will work from 12:30pm to 8:30pm on weekdays with occasional weekend work required.

Please note that applications that do not address the role's key selection criteria will not be considered. You must have full working rights in Australia to be eligible to apply.

For more information or for a copy of the position description, please contact Lisa Maxwell, Human Resources Generalist at recruitment@srcentre.com.au, using the subject line: Dialler Administrator enquiry via EthicalJobs.

The Social Research Centre values diversity and believes that an inclusive and fair work environment has a positive impact on the wellbeing of employees, job satisfaction and productivity. We encourage people of Aboriginal and/or Torres Strait Islander heritage to apply.

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