Collections Dialler Administrator

JOB PURPOSE

• The Dialler Administrator is responsible for the configuration, execution, and optimisation of all dialler campaigns to support collection performance at Alefbet Collections and Recoveries. The role ensures that account data is accurately exported from the CRM system (Excalibur) into the dialler platform (OmniSense), campaigns are correctly structured, and dialling strategies are executed effectively.
• Until automated decision engines are implemented, the Dialler Administrator will play a critical role in creating, managing, and refining ad hoc and manually defined campaigns, including determining account segmentation, prioritisation, and dialling frequency in line with business strategy and operational capacity.
• The role works closely with Collections Operations, Team Managers, and Management to translate strategy into effective dialler execution while ensuring system stability, performance optimisation, and compliance.

QUALIFICATIONS & EXPERIENCE REQUIRED

• Minimum Matric/Grade 12 qualification is mandatory.
• Related tertiary qualification is an advantage.
• Minimum of 3 years’ experience in collections strategy, dialler administration, or campaign management.
• Strong understanding of contact centre operations within a collections environment.
• At least 2+ years’ MS Office Suite working experience.
• Prior experience managing dialler systems (advantageous).
• Experience working with CRM-to-dialler integrations (advantageous)

KEY RESPONSIBILITIES

• Manage and optimise dialler campaigns to improve productivity, penetration, talk time, and right-party contact rates.
• Export, validate, and maintain campaign data between the CRM system and dialler platform.
• Provide operational support and guidance to Agents, Team Managers, and stakeholders regarding dialler functionality and campaign execution.
• Ensure compliance with regulatory, governance, and internal policy requirements relating to dialler operations and campaign management.
• Maintain accurate campaign documentation, reporting, and performance analysis to support continuous improvement and future automation initiatives.

TO APPLY

• Forward your CV and qualification copies.

Note: If you have not been contacted within 2 weeks, please consider your application as unsuccessful.

Application Question(s):

• What is your current/most recent remuneration package?

Experience:

• Dialler System Administration and Campaign Management.: 3 years (Required)

Work Location: In person