Dialler Administrator / Dialler Specialist

Locations: Durban | Johannesburg | Cape Town
Industry: BPO / Contact Centre
Employment Type: Full-Time

About the Role

We are looking for an experienced and analytical Dialler Administrator / Dialler Specialist to join our Contact Centre operations across Durban, Johannesburg and Cape Town.

The successful candidate will be responsible for the effective management, monitoring and optimisation of dialler systems to maximise contact rates, agent productivity and overall campaign performance.

This role requires someone who is highly analytical, technically confident and comfortable working in a fast-paced, target-driven BPO environment.

Key Responsibilities

• Manage and monitor daily dialler operations across assigned campaigns.
• Set up and maintain outbound calling campaigns, lists and dialling strategies.
• Monitor contact rates, penetration rates, conversion performance, agent utilisation and productivity.
• Adjust dialler strategies throughout the day based on campaign performance and operational requirements.
• Manage lead allocation, recycling rules and calling priorities.
• Upload, validate and manage campaign data and lead files.
• Monitor dialler performance and identify opportunities to improve efficiency.
• Work closely with Operations, WFM, IT and Campaign Management teams.
• Produce daily and weekly dialler performance reports.
• Investigate and resolve dialler-related operational issues.
• Ensure campaigns operate within applicable compliance and data-protection requirements.
• Maintain accurate records of campaign configurations and changes.

Minimum Requirements

• Matric / Grade 12.
• Previous experience working with dialler systems within a call centre or BPO environment.
• Good understanding of outbound contact centre operations.
• Experience managing multiple campaigns and large lead volumes would be advantageous.
• Strong Microsoft Excel and data analysis skills.
• Ability to interpret campaign performance data and make appropriate dialler adjustments.
• Strong attention to detail and problem-solving ability.
• Ability to work under pressure in a high-volume operational environment.
• Good communication skills and the ability to work with multiple stakeholders.

Advantageous Experience

Experience with predictive, progressive and/or preview dialling environments will be highly advantageous.

Knowledge of lead management, campaign segmentation, contact strategies, reporting and dialler optimisation will also be beneficial.

What We're Looking For

We are looking for someone who understands that successful dialler management is more than simply uploading leads. You should be able to analyse performance, identify trends and continuously optimise campaigns to improve productivity and results.

If you have hands-on dialler experience within a high-volume BPO or contact centre environment, we would like to hear from you.

Apply via Indeed with your updated CV.

Pay: R4 701,25 - R19 197,55 per month

Work Location: In person