Dialler Administrator

SUMMARY:
A leading organisation within the collections environment is seeking a detail-oriented and analytical Dialler Administrator to join its Operations team.
This role is responsible for the configuration, execution, monitoring, and optimisation of dialler campaigns to maximise collection performance. The successful candidate will play a key role in ensuring campaign data integrity, dialler efficiency, operational effectiveness, and the successful execution of collection strategies.

This is an excellent opportunity for a technically minded professional with experience in collections operations, campaign management, and dialler administration.

POSITION INFO:

Minimum Requirements

• Matric (Grade 12) is essential.
• Relevant tertiary qualification will be advantageous.
• Minimum 3 years' experience in dialler administration, campaign management, or collections strategy.
• Strong understanding of collections operations and contact centre environments.
• Experience working with dialler systems and campaign management platforms will be advantageous.
• Experience working with CRM-to-dialler integrations will be beneficial.
• Intermediate to advanced Microsoft Office skills.
• Strong analytical and reporting capabilities.

Key Responsibilities

Dialler Campaign Management

• Configure, execute, and manage dialler campaigns to support collection objectives.
• Ensure campaigns are optimised to maximise productivity, penetration rates, talk time, and right-party contacts.
• Monitor dialler settings, pacing, call attempts, retries, and campaign performance.
• Track and report on key dialler metrics, including abandoned calls, dropped calls, wait times, and wrap times.
• Continuously review and refine campaign performance to improve operational outcomes.

Campaign Exports & Data Management

• Manage the end-to-end export of campaign data from CRM systems into the dialler platform.
• Validate data accuracy, completeness, and readiness before campaign deployment.
• Troubleshoot and resolve campaign and data-related issues impacting performance.
• Ensure the integrity and quality of campaign data at all stages of execution.

Campaign Strategy Execution

• Design and implement ad hoc and manually driven campaigns when required.
• Segment accounts according to agreed business criteria and collection priorities.
• Determine campaign prioritisation, dialling frequency, and volume allocation.
• Analyse campaign effectiveness and make adjustments based on performance results.
• Document campaign insights and recommendations to support future automation initiatives.

Operational Support & Stakeholder Engagement

• Act as the first point of contact for dialler-related operational issues.
• Provide support and guidance to collection teams and team leaders regarding campaign execution.
• Communicate campaign performance, challenges, and recommendations to management.
• Collaborate with Operations, IT, and other business stakeholders to ensure optimal campaign delivery.

Risk, Compliance & Governance

• Ensure dialler campaigns comply with internal policies and regulatory requirements.
• Identify and escalate risks related to campaign execution, dialler configuration, and data integrity.
• Maintain accurate records of campaign configurations, changes, and performance outcomes.
• Support internal audits and governance reviews relating to dialler operations.

Skills & Competencies

• Strong analytical and problem-solving skills.
• Excellent attention to detail and data accuracy.
• Ability to manage multiple campaigns and deadlines simultaneously.
• Sound understanding of dialler mechanics and collections operations.
• Strong verbal and written communication skills.
• High levels of accountability, ownership, and initiative.
• Strong organisational and planning skills.
• Ability to work effectively in a fast-paced, performance-driven environment.
• Demonstrates integrity, collaboration, curiosity, innovation, and a results-focused mindset.

Working Hours

• Monday to Friday: 06:00 to 15:00
• Alternate Saturdays: 07:00 to 13:00
• Alternate Public Holidays: 07:00 to 13:00