Job Description
At Truworths, you'll find a dynamic business environment where our staff is constantly challenged to reinvent the way we do business in order to keep us at the forefront of the South African fashion industry.
Take a walk through our stores or offices and you'll encounter an infectious love of fashion and a tangible will to succeed among the people who make up our business - both of which are key to keeping us at least one step ahead of the competition.
The ideal candidate will be required to take ownership and accountability for administering the day-to-day operations of the dialer. Constantly and passionately pursue initiatives, processes and solutions which will further optimize inbound and outbound campaigns.
Key Responsibilities
Dialer Optimization
Manage dialer campaigns in line with strategy objectives.
Formulate and execute dialer strategies for multiple decision areas.
Keep track of daily dialer performance, spotting trends and fixing issues quickly.
Solve problems in a practical, data-driven way to reduce downtime and improve efficiency.
Share clear reports that turn numbers into useful insights for managers and teams.
Operational Support
Monitor campaign activity to ensure that there are no abnormalities and objectives are met.
Liaise with operations to highlight any campaign or agent behaviour abnormalities.
Prepare accurate daily, weekly, and monthly reports on agents, campaigns, and call center results.
Use data and process checks to find gaps, test ideas, and suggest improvements.
Work with different teams to put changes in place that improve efficiency and customer reach.
Troubleshoot, quantify and escalate any issues timeously, following the escalation processes and ensuring that the relevant stakeholders are alerted.
Business /Risk Strategy
Work with various stakeholders to contact KPIs.
Use customer and campaign data to spot patterns in performance objectives and adjust strategies where needed.
Conduct well documented and thorough tests to ensure that systems and processes work as intended.
Document enhancements, changes and system/process defects.
Qualifications and Experience
Qualification/s:
Grade 12
Relevant tertiary qualification advantageous
3-5 years working experience within retail, telecommunications or financial services
Proven experience in driving performance through enhancements to system processes and strategies
SQL or SAS experience advantageous
Competencies
Advanced Excel Skills
Communication
Problem-solving
Attention to detail
Organizational skills
Adaptability, and the ability to collaborate effectively in a fast-paced environment
Data analysis
Deadline:6th January,2026