VICI Dialler Operator

Job Overview

We are seeking a skilled and detail-oriented Vici Dialler Administrator to join our Sales team. The successful candidate will be responsible for the day-to-day administration, monitoring, and optimisation of the dialler system to ensure maximum call centre performance and efficiency.

This role requires strong analytical ability, real-time decision-making, and experience working within a fast-paced contact centre environment.

Key Responsibilities

Operational & System Monitoring

• Manage and implement daily dialler campaigns in line with business strategies
• Optimise dialler settings to maximise call centre productivity and KPI performance
• Conduct system audits and analyse dialler performance
• Continuously improve processes, reporting, and system efficiency
• Generate scheduled and ad-hoc reports for stakeholders

Agent Performance Monitoring

• Monitor agent activity in real-time to ensure optimal productivity
• Analyse campaign performance and adjust dialling strategies accordingly
• Track KPIs and provide insights and recommendations
• Identify and resolve operational issues impacting performance

Technical Coordination & Testing

• Coordinate system testing before production rollout
• Work closely with business clients and IT teams to implement dialler strategy changes
• Troubleshoot system issues with IT and vendors
• Perform data analysis and support system enhancements
• Utilise SQL and database knowledge where required

Reporting & Administration

• Develop and maintain documentation for dialler processes and procedures
• Provide ongoing reporting support to management and stakeholders

Minimum Requirements

• Matric (Grade 12)
• Minimum 3 years’ experience working with Vicidial
• Experience managing multiple campaigns
• Strong data analysis and reporting experience
• Experience in a sales or financial services environment
• Experience working with external service providers

Advantageous

• IT Degree/Diploma or relevant qualification
• Knowledge of contact centre systems (e.g., Opengate, Avaya)
• SQL experience (Microsoft SQL 2008+)

Key Skills & Competencies

• Strong analytical and problem-solving skills
• Excellent communication (written and verbal)
• High attention to detail
• Strong organisational and time management skills
• Ability to work independently and under pressure

Personal Attributes

• Self-motivated and proactive
• Honest, reliable, and hardworking
• Ability to perform in a high-pressure environment

Pay: R15 000,00 - R20 000,00 per month

Work Location: In person