Dialler Manager

We are Hiring! Join Our Dynamic Team as we are looking for a Dialler Manager

Job Purpose:

We are seeking a skilled and experienced Dialler Manager to oversee dialler strategy, system performance, and campaign execution within our collections environment. In this role, you will optimize dialler settings, manage campaign efficiencies, and collaborate with various stakeholders to improve operational effectiveness and drive higher collection rates.

Qualifications & Experience Required:

• Matric (Grade 12) qualification – Mandatory
• Relevant tertiary qualification – Advantageous
• 3-5 years' experience in dialler management within a contact centre environment
• Experience with Excalibur Collection Systems or similar dialler solutions – Advantageous
• Strong proficiency in MS Office Suite (Excel, PowerPoint, Outlook – 4+ years)
• Advanced MS Excel skills (Pivot tables, VLOOKUPs, data analytics – 2+ years)
• Proven track record in optimizing dialler strategies for performance and efficiency
• People management experience – Leading teams, fostering collaboration, and ensuring effective performance management

Key Responsibilities:

• Manage and optimize dialler performance to enhance contact rates and campaign effectiveness.
• Develop and implement dialler strategies for optimal lead list penetration.
• Ensure seamless dialler operations and minimal downtime.
• Ensure compliance with regulatory guidelines and internal policies.
• Analyze dialler reports and data to drive continuous improvement.
• Collaborate with IT and Operations teams to resolve system-related issues and enhance dialler functionalities.
• Implement and track voice and non-voice campaigns (SMS, WhatsApp, Email) based on business needs.
• Ensure efficient lead allocation to maximize collections and agent productivity.
• Align dialler strategies with business goals through collaboration with Team Leaders, Operations Managers, and Campaign Specialists.
• Provide daily, weekly, and monthly reports on dialler performance and campaign results.
• Oversee quality assurance in dialler activities to maintain high connectivity and conversion rates.
• Drive continuous improvements for enhanced efficiency, cost-effectiveness, and system utilization.

Competencies & Skills Required:

• Strong dialler management and optimization skills
• Ability to analyze data and translate insights into actionable strategies
• Excellent troubleshooting and problem-solving skills
• Strong collaboration and stakeholder engagement skills
• Ability to work under pressure in a target-driven environment
• Exceptional planning, organization, and time management skills
• High attention to detail and a process-driven mindset
• Strong verbal and written communication skills
• Proactive approach with a passion for driving performance excellence.

Salary: Up to R40 000 per month, based on experience.

Location: Randburg

If you meet the above criteria and are looking for a dynamic and rewarding opportunity, please send your CV to katlehop@alefbet.co.za