Dialer MIS & Analytics Administrator

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

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.