Dialer Manager

Findojobs South Africa; Gauteng; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A contact centre position available requiring a candidate with a Grade 12 qualification and experience in campaign management. The role focuses on optimizing dialer campaigns, ensuring compliance, and conducting performance analysis. Excellent communication and analytical skills are essential for success in this dynamic environment.

Qualifications

• Experience in a similar role within a contact centre environment is required.
• Strong problem-solving ability with a proactive mindset.
• Proficient in handling large datasets and generating performance reports.

Responsibilities

• Create, manage, and optimise dialer campaigns to ensure optimal agent performance.
• Track live dialer performance and adjust pacing strategies as needed.
• Generate comprehensive reports on dialer activity including contact rates.

Skills

Analytical Skills

Communication

Interpersonal Skills

Problem-solving

Education

Grade 12 or a relevant NQF Level 04 qualification

Tools

Microsoft Office Suite

Connex AI Omni

Job description

Minimum Requirements:

• Grade 12 or a relevant NQF Level 04 qualification.
• Vehicle and a valid Driver’s License.
• Proficiency in Microsoft Office Suite and knowledge of dialer platforms, particularly Connex AI Omni (or similar systems).
• Proven experience in a similar role within a contact centre environment.
• Excellent analytical skills with experience handling large datasets and generating performance reports.
• Comprehensive understanding of contact centre KPIs and workforce management principles.
• Familiarity with data protection laws, compliance standards, and regulatory frameworks.
• Strong communication and interpersonal skills.
• Effective problem-solving ability with a proactive and solutions-driven mindset.

Key Responsibilities:

• Campaign Management: Create, manage, and optimise dialer campaigns (predictive, preview, and progressive) to ensure optimal agent performance and contact rates.
• Real-Time Monitoring: Track live dialer performance and adjust pacing or campaign strategies to respond to operational needs.
• Strategic Collaboration: Work closely with campaign managers, operations, compliance, and IT teams to implement efficient and compliant calling strategies.
• Compliance Oversight: Ensure adherence to internal policies and industry regulations, performing regular audits and quality checks.
• Reporting & Analysis: Generate comprehensive reports on dialer activity, including contact rates, conversions, agent productivity, and campaign effectiveness.
• Issue Resolution: Act as the primary point of contact for dialer-related issues, coordinating with IT support and external vendors as required.
• Training & Support: Provide training and ongoing support to team leaders and agents on dialer functionality and best practices.
• Forecasting & Planning: Align dialer activity with business goals and staffing levels through strategic planning and forecasting.

Closing Date:
Submissions for this vacancy will close on 12 June 2025, however, you will still have the opportunity to submit your CV for this position till 7 July 2025.

Please Note:
Thank you for submitting your CV to Marvel Placement Consultants. We value your submission, and we try our utmost best to get back to each applicant. However, should your application be successful, we will be in contact with you. Should you not hear from us within two weeks of application, please consider your application as unsuccessful. We are however recruitment specialists and will keep your details on our database for possible future opportunities.

PoPI Act:
Please note that Marvel Placement Consultants adhere to the POPI Act (Act No. 4 of 2013: Protection of Personal Information Act, 2013). Section 9 of PoPI states that “Personal Information may only be processed if, given the purpose for which it is processed, it is adequate, relevant and not excessive”.