Job Description

Key Responsibilities
Dialler & Systems Management

• Configure, monitor, and optimise predictive, progressive, and preview dialler campaigns.
• Maintain and manage our dialler platform and support in the use of client platforms.
• Analyse contact strategies and list management to ensure efficient data utilisation and right-party contact optimisation.
• Collaborate with IT to maintain system integrity, data flow, and integration with CRM and reporting tools.

Operational Oversight

• Oversee dialler operations for teams in South Africa, the UK, and the Netherlands, ensuring alignment of performance standards and compliance frameworks.
• Work closely with operations managers, workforce planning, and quality assurance to maximise productivity and conversion rates.
• Provide real-time campaign performance monitoring, troubleshooting, and issue resolution.

Reporting & Analytics

• Produce daily, weekly, and monthly reports on campaign performance, contact rates, and agent productivity.
• Use data-driven insights to recommend strategy adjustments and improve KPIs (e.g. contact rate, conversion, occupancy).
• Forecast and model dialler activity to support capacity planning and resource allocation.

Compliance & Governance

• Ensure dialler operations adhere to all regulatory and compliance standards, including GDPR, Ofcom regulations (UK), and local data protection laws.
• Implement controls to prevent misuse of data and maintain customer confidentiality.

Team Leadership & Development

• Lead and support a team of Dialler Analysts across regions.
• Provide coaching, training, and performance reviews to ensure consistent technical and operational excellence.
• Foster collaboration between international teams, sharing best practices and driving standardisation.

Key Skills & Competencies

• Strong understanding of outbound/inbound dialler technologies and campaign management.
• Proficiency with dialler platforms (e.g. Noble, Genesys Cloud, Aspect, or similar).
• Excellent analytical, problem-solving, and decision-making skills.
• Familiarity with data protection and telecommunications compliance requirements (GDPR, Ofcom, CPA, etc.).
• Strong communication and stakeholder management skills across international teams.
• Ability to work in a fast-paced, high-performance environment with minimal supervision.

Qualifications & Experience

• Minimum 5 years experience managing dialler systems within a BPO or large-scale contact centre environment.
• Experience overseeing multi-country operations preferred.
• Advanced Excel and reporting capability; SQL or BI tool experience advantageous.

Working Conditions

• Based in South Africa
• Regular collaboration with teams in the UK and Netherlands; flexibility to attend meetings across time zones.
• Occasional international travel may be required.

Salary: Competitive, based on experience
Start Date: January 2026
Job Type: Full-time
Education:

• High School (matric) (Required)

Experience:

• Managing Dialler systems: 5 years (Required)
• Overseeing multi-country operations: 5 years (Required)
• Advanced Excel and reporting capability: 5 years (Required)
• SQL or BI tool : 5 years (Required)

Location:

• Cape Town, Western Cape 8000 (Required)

Work Location: In person

Skills Required