Dailler Specialist

About Prime Loans

Prime Loans is looking for a technically capable and analytical Dialler Campaign Specialist to support the performance and optimisation of its collections operations.

The successful candidate will be responsible for configuring, monitoring and improving dialler campaigns to increase agent productivity, improve customer contact rates and support the achievement of collections targets across multiple portfolios.

This role is suited to someone with practical dialler experience who enjoys working with data, identifying performance trends and collaborating with operational teams to improve results.

Key responsibilities

Dialler campaign management

• Configure, launch, monitor and optimise daily outbound dialler campaigns.
• Manage campaign allocation, call strategies, dialling parameters and account segmentation in line with collections priorities.
• Adjust campaign settings based on contact rates, right-party contacts, agent availability and portfolio performance.
• Ensure campaigns are configured correctly and that the appropriate accounts are allocated to the relevant teams.
• Monitor campaign activity and respond promptly to operational or technical issues.

Performance analysis and reporting

• Monitor key performance indicators, including contact rates, right-party contacts, RPC conversion, answer rates, abandonment rates, agent utilisation and collection outcomes.
• Analyse campaign performance and identify opportunities to improve productivity and recovery rates.
• Compile daily, weekly and monthly dialler reports for management.
• Use Microsoft Excel to analyse performance data, identify trends and support data-driven decisions.
• Recommend practical improvements to campaign strategies and account penetration.

Operational and technical support

• Work closely with Collections Team Managers and the Head of Collections to align campaign strategies with business targets.
• Liaise with IT, Business Intelligence and external dialler service providers to resolve technical issues.
• Investigate campaign inefficiencies, data discrepancies and system-related performance problems.
• Maintain accurate campaign configurations, reporting records and operational procedures.
• Support the testing and implementation of new dialler strategies, system enhancements and process improvements.

Compliance and governance

• Ensure dialler activities comply with applicable South African legislation, relevant customer-contact requirements and company policies.
• Maintain appropriate controls over customer data, account allocation and campaign settings.
• Escalate technical, data-related or compliance risks to the relevant manager.

Minimum requirements

• Matric / Grade 12.
• At least 2 years' hands-on experience in dialler administration, dialler campaign management or dialler optimisation within a collections or contact centre environment.
• Practical experience configuring and managing outbound dialler campaigns.
• Understanding of predictive, progressive, power and preview dialling strategies, with the ability to apply the appropriate approach to different campaign requirements.
• Experience interpreting contact centre performance metrics and making campaign adjustments based on data.
• Good working knowledge of Microsoft Excel, including formulas, lookups, pivot tables and reporting.
• Strong numerical, analytical and problem-solving skills.
• Good communication skills and the ability to work with operational and technical stakeholders.
• Strong attention to detail and the ability to work under pressure in a target-driven environment.

Advantageous experience

• Experience within debt collections, credit providers, financial services or a high-volume outbound contact centre.
• Exposure to dialler platforms such as Webitel or similar systems.
• Experience with CRM systems and collections management platforms.
• Basic SQL, Power BI or other reporting and data-analysis tools.
• Exposure to account segmentation, contact strategies, pacing, campaign testing and workforce planning.
• Experience managing campaigns across multiple portfolios.

A relevant tertiary qualification or technical certification will be advantageous but is not essential where the candidate can demonstrate the required practical experience.

Key performance indicators

Performance will be measured against agreed targets, including:

• Accurate and timely campaign setup and execution.
• Improvement in right-party contact rates and overall contact effectiveness.
• Improved agent utilisation and dialler productivity.
• Achievement of agreed campaign and collections performance targets.
• Accuracy and timeliness of performance reports.
• Effective identification and resolution of campaign or system issues.
• Compliance with company policies and applicable legislation.
• Implementation of measurable campaign improvements.

What Prime Loans offers

• The opportunity to contribute directly to collections performance and operational efficiency.
• Exposure to multiple collections portfolios and campaign optimisation strategies.
• Collaboration with Operations, IT and Business Intelligence teams.
• Medical insurance and provident fund benefits, subject to the applicable company benefit rules.

The ideal candidate

The ideal candidate is hands-on, analytical and technically curious, with a practical understanding of how dialler configuration and campaign strategies influence collections results. They should be comfortable working independently, explaining performance trends to managers and translating data into practical operational improvements.

Candidates who demonstrate strong dialler experience, analytical ability and the potential to develop further will be considered alongside those with more extensive experience.

Pay: R25 000,00 - R30 000,00 per month

Work Location: In person