Dailler Manager

SA Commercial (Pty) Ltd; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading BPO service provider in Cape Town is looking for a Dialler Manager to configure and manage dialler systems while overseeing operations across South Africa, the UK, and the Netherlands. The ideal candidate will have over 5 years of experience in a similar role, excellent analytical skills, and a strong understanding of dialler technologies. Responsibilities include ensuring compliance with data protection laws and producing detailed performance reports. This full-time position may require occasional travel to collaborate with international teams.

Qualifications

• Minimum 5 years managing dialler systems in a BPO or contact centre.
• Experience overseeing multi-country operations preferred.
• Advanced Excel and reporting capability required.

Responsibilities

• Configure and optimise dialler campaigns.
• Oversee dialler operations for teams across multiple countries.
• Produce reports on campaign performance and agent productivity.
• Ensure compliance with relevant regulations and standards.
• Lead a team of Dialler Analysts and provide training.

Skills

Understanding of dialler technologies

Proficiency with dialler platforms

Analytical and problem-solving skills

Communication and stakeholder management

Ability to work in a fast-paced environment

Education

High School (matric)

Tools

Advanced Excel

SQL

BI tools

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.