Dialer Administration/MIS

WNS; Durban; On-site; ZAR 180,000 - 300,000; Full time

Job summary

WNS is seeking a Dialler Administrator to manage day-to-day dialler operations, load client data, and support analytics within the sales and back office team. You will collect data across departments and clients, generate actionable reports, and monitor program performance to drive improvements.

The role requires strong Excel skills, experience with dialler systems, and the ability to communicate analytical findings to stakeholders. Collaboration with multiple teams and clients is essential.

Qualifications

• Matric/Grade 12 certificate.
• At least 1 year of dialler administrator experience.
• At least 1 year of experience interpreting call centre analysis.
• Proficient in MS Office – Excel advanced.
• SQL skills advantageous.
• Knowledge of contact centre systems and processes – Collections experience advantageous.
• Experience running and completing projects to completion.
• Client engagement and presentation experience.
• Ability to compile information and prepare reports that are easily translatable for client delivery.
• Aptitude to effectively communicate analytical findings to internal stakeholders and/or key business leaders.
• Excellent critical and analytical thinking skills.

Responsibilities

• Handle day-to-day dialler administration and support departmental initiatives.
• Load data daily per client queuing requirements and liaise across departments and clients.
• Develop and deliver repeatable analytic reports for multiple stakeholders.
• Analyse operational sales reports to identify trends, patterns, insights and outliers.
• Produce program-level reports to monitor savings and performance metrics.

Skills

Excel Advanced

SQL

Call Centre Analytics

Data Reporting

Client Engagement

Presentation Skills

Project Management

Communication Skills

Education

Matric / Grade 12

Job description

Job Description

As a Dialler Administrator, you will be responsible for day‑to‑day dialler administration, recommending, supporting, and implementing departmental initiatives to optimise contact and conversion rates. You will support business analysis, utilization analysis, performance monitoring, reports development, and analytical support within the sales and back office department. Your role includes serving as the first line of communication, liaising across departments and clients to collect data for multiple dialler campaigns, loading data daily per client queuing requirements, and analysing operational sales reports and performance data to identify trends, patterns, insights, and outliers. You will drive a repeatable analytic process and consistently deliver best‑in‑class reporting to multiple business stakeholders, including analysing and developing reports on specific programs to monitor and report program‑level results, savings, and performance metrics to internal management.

Qualifications

Essential

• Matric/Grade 12 Certificate
• Minimum of 1 year of dialler administrator experience (1stream would be advantageous)
• Minimum of 1 year of experience in the interpretation of call centre analysis
• Proficient at MS Office – Excel advanced
• SQL skills advantageous
• Knowledge of contact centre systems and processes – Collections experience advantageous
• Experience in running and completing projects to completion
• Client engagement and presentation experience
• Ability to compile information and prepare reports that are easily translatable for client delivery
• Aptitude to effectively communicate analytical findings and conclusions to internal stakeholders and/or key business leaders
• Excellent critical and analytical thinking skills are highly desirable

Preferred

• SQL
• 1+ years’ experience with analytics in data warehouse environment
• Experience using SQL for report writing and data management