VICIdial Operator

SUMMARY:
Experienced VICIdial Dialler Operator responsible for managing and optimising dialler campaigns, monitoring real-time performance, and analysing data to improve contact centre efficiency and KPI achievement.

POSITION INFO:

Job Summary

We are seeking a skilled VICIdial Dialler Operator to manage the day-to-day administration and monitoring of our workload distribution system. The role focuses on dialler operations, including campaign creation, list management, reporting, and real-time performance monitoring to support business objectives.

Key Responsibilities

Operational & System Monitoring

• Implement and manage daily dialler campaigns aligned with business strategy
• Optimise dialler settings to maximise call centre productivity and KPI performance
• Perform system audits and analyse dialler functionality
• Drive continuous improvements in system efficiency, reporting, and processes
• Produce scheduled and ad-hoc reports for stakeholders

Agent Performance Monitoring

• Monitor campaigns in real-time and recommend adjustments to improve contact rates
• Track agent productivity and utilisation from a dialler perspective
• Analyse campaign data and performance trends to optimise outcomes
• Generate KPI reports and provide actionable recommendations
• Identify and resolve operational issues affecting business performance

Technical Coordination & Testing

• Coordinate and execute testing before system changes go live
• Track, report, and resolve system issues timeously
• Work closely with business clients to implement dialler strategy updates
• Liaise with IT teams and vendors to ensure full system functionality
• Perform data analysis and support technical troubleshooting

Reporting & Administration

• Create, document, and maintain dialler processes and procedures
• Provide administrative and reporting support to management

🔹 Minimum Requirements

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

🔹 Advantageous

• IT Degree/Diploma or equivalent
• Knowledge of contact centre systems and processes
• Experience with SQL / databases
• Familiarity with Opengate and Avaya systems
• Microsoft SQL Server (2008 and above) experience

🔹 Key Skills

• Strong analytical and problem-solving abilities
• Excellent communication (written and verbal)
• Effective time management and organisational skills
• High attention to detail

🔹 Personal Attributes

• Self-motivated and able to work independently
• Ability to perform under pressure
• Honest, dependable, and hardworking