Job Description

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Job Overview

Application Deadline:

6 December 2025

Job Location:

Durban, Kwazulu Natal

Job Title:

Dialer Administrator

Education Level:

Certificate

Job Level:

Intermediate

Minimum Experience:

3 - 5 Years

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Dialer Administrator position available in Durban.

About the Role:

Our client is looking for an experienced Dialer Administrator to their team. This role is perfect for someone who thrives in a fast-paced environment, enjoys optimising dialer operations, and ensures compliance with OFCOM UK regulations. You'll be the key point of contact for dialer campaigns, data monitoring, incident management, and continuous improvement initiatives.

Key Responsibilities:

Dialer Campaign Management


Configure, launch, and manage daily dialer campaigns according to business objectives. Ensure campaign data is accurately loaded and aligned with client specifications. Optimise dialer strategies to improve contact rates and agent productivity. Conduct regular audits to maintain compliance and accuracy.

Monitoring and Real-Time Adjustments


Monitor campaign performance and make real-time adjustments to enhance results. Proactively identify and resolve operational issues. Escalate complex technical challenges to relevant support teams. Data and Strategy Management

Reconcile data between CRM systems and dialer platforms.


Identify and address data-related issues affecting campaign performance. Analyse and adjust calling strategies to optimise outcomes.

Analytics and Reporting


Analyse campaign data to identify performance trends and improvement opportunities. Develop and present performance reports and actionable insights to management.

Incident Management and Troubleshooting


Serve as the first point of contact for dialer-related queries and incidents. Document resolution steps and maintain incident logs. Conduct post-incident reviews to prevent recurrence.

Continuous Improvement


Identify and implement strategies to enhance dialer efficiency. Conduct A/B testing and evaluate new technologies for improvement opportunities.

Client Management


Build strong client relationships and manage expectations effectively. Provide professional telephonic, written, and on-floor support.

Documentation and Process Management


Develop and maintain documentation for dialer configurations, processes, and procedures. Ensure accurate version control and process transparency.

Minimum Requirements

Diploma or Degree in IT, Computer Science, or related field. 3-5 years' experience managing dialer systems (cloud-based platforms preferred). Proficiency in Microsoft SQL, Power BI, and Excel for data management and reporting. Strong understanding of contact centre operations and OFCOM UK compliance. Experience with ConnexOne or similar enterprise dialer systems advantageous. Analytical mindset with proven ability to interpret data and recommend improvements. Knowledge of the debt collections industry will be an advantage.

Key Attributes

Excellent written and verbal communication skills.Strong analytical and problem-solving skills. High attention to detail and accuracy. Able to work independently and within a team. Adaptable, organised, and deadline-driven. * Flexible to work shifts, including Saturdays and public holidays when required.