Dialer Administrator

Dialer Administrator – Collections | Cape Town

Aventus Group is hiring an experienced, hands-on Dialer Administrator to join our Collections team in Cape Town!

Location: Cape Town, South Africa
Work arrangement: On-site | Full-time
Department: Collections

About the Role

We are looking for a proactive, analytical and technically skilled Dialer Administrator who can take full ownership of our outbound dialer operations.

In this role, you will be responsible for managing dialer campaigns from start to finish, ensuring accurate data uploads, optimising dialing strategies, monitoring performance and resolving operational issues.

We're looking for someone who doesn't just use a dialer but knows how to configure, manage, troubleshoot and optimise it independently.

What You'll Be Doing

• Set up, launch, manage and optimise outbound dialer campaigns across Collections portfolios.
• Prepare, validate, segment and upload daily calling lists.
• Configure and adjust dialing ratios, pacing, retry rules and campaign priorities.
• Ensure accurate account allocation according to DPD buckets and Collections strategies.
• Monitor key performance indicators, including contact rates, connection rates, RPC, abandon rates and agent utilisation.
• Analyse campaign performance and make real-time adjustments to improve results.
• Identify and troubleshoot dialer errors, failed uploads, connectivity issues and downtime.
• Maintain data accuracy, prevent duplicates and manage exclusions.
• Monitor agent productivity, including idle time, talk time and availability.
• Prepare daily, weekly and monthly dialer performance reports.
• Collaborate with Collections Managers, IT teams and dialer providers to resolve issues and improve efficiency.
• Ensure accurate data synchronisation between the dialer and CRM systems.

What We're Looking For

Essential Requirements:

• Minimum 2 years of hands-on experience in Dialer Administration.
• Proven experience in a Collections or debt recovery contact centre environment.
• Demonstrated ability to independently configure and manage outbound dialer campaigns.
• Practical knowledge of dialing ratios, pacing, retry rules and campaign optimisation.
• Strong Excel skills, including VLOOKUP/XLOOKUP, Pivot Tables and data analysis.
• Experience working with large datasets, data validation, segmentation and uploads.
• Ability to analyse dialer performance and identify opportunities for improvement.
• Strong troubleshooting and problem-solving skills.
• Experience working with dialer and CRM systems.
• Matric (Grade 12) or equivalent NQF Level 4 qualification.

Nice to Have:

• Experience with Webitel, predictive dialers or similar platforms.
• Knowledge of Collections DPD buckets and repayment strategies.
• Basic understanding of VoIP, SIP and call routing.

What Makes You a Great Fit?

• You take ownership and solve problems proactively.
• You understand how dialer performance impacts Collections results.
• You are comfortable working with data, systems and performance metrics.
• You can manage multiple campaigns and competing priorities.
• You work independently and know when to escalate technical issues.
• You thrive in a fast-paced, performance-driven environment.

What We Offer

• An opportunity to take ownership of dialer operations within a growing Collections team.
• Exposure to multiple Collections portfolios and campaign optimisation strategies.
• A collaborative, performance-driven working environment.
• Opportunities to contribute to process improvements and operational efficiency.

Ready to Join Us?

If you have hands-on experience managing outbound dialer campaigns and enjoy using technology and data to improve Collections performance, we'd love to hear from you!

Apply now and take the next step in your career with Aventus Group.

Pay: R4 700,00 - R30 000,00 per month

Work Location: In person