Call Centre Operations Manager

Dialler Manager

Location: Cape Town
Employment Type: Full-Time

About the Role

We are looking for an experienced and analytical Dialler to join our Collections team. This role is responsible for the day-to-day management and optimisation of dialler campaigns, ensuring maximum operational efficiency and performance across our collection’s environment.

The successful candidate will have a strong understanding of dialler systems, campaign strategies, workforce optimisation, and data analysis. They will work closely with Operations to ensure the right campaigns reach the right customers at the right time, while continuously improving productivity and collection outcomes.

Key Responsibilities

• Manage and optimise daily dialler campaigns to maximise agent productivity and collections performance.
• Configure, schedule and monitor outbound and inbound dialler campaigns.
• Analyse campaign performance and make data-driven recommendations to improve results.
• Monitor key dialler metrics, including contact rates, right-party contacts, abandon rates, answer rates and agent utilisation.
• Ensure campaign strategies align with business objectives and operational requirements.
• Identify and resolve dialler-related issues to minimise downtime.
• Work closely with Operations, IT and BI teams to improve dialler performance.
• Produce regular performance reports and provide insights to management.
• Ensure compliance with relevant legislation and internal policies.
• Continuously review processes and recommend improvements to enhance efficiency and customer outcomes.

Requirements

• Minimum 2 years' experience managing dialler systems within a collections or contact centre environment.
• Strong understanding of predictive, preview, progressive and power dialling strategies.
• Experience analysing large data sets and interpreting operational performance metrics.
• Advanced Microsoft Excel skills; SQL or reporting experience will be advantageous.
• Strong analytical and problem-solving abilities.
• Excellent communication and stakeholder management skills.
• Ability to prioritise multiple tasks in a fast-paced environment.
• A proactive mindset with a focus on continuous improvement.

What we offer

• Opportunity to work in a high-performance, data-driven collections environment
• Exposure to multiple portfolios and advanced dialler strategies
• A dynamic team focused on continuous improvement and growth
• Medical Insurance and Provident Fund

What We're Looking For

The ideal candidate is someone who enjoys working with data, technology and operational performance. You are highly organised, detail-oriented and passionate about improving efficiency through effective campaign management. You can confidently collaborate with Operations and technical teams to ensure dialler performance consistently delivers the best possible business outcomes.

If you're ready to make a measurable impact in a high-performing collections environment, we'd love to hear from you.

Pay: R18 000,00 - R25 000,00 per month

Work Location: In person