Predictive Dialler Specialist

Isilumko Staffing; South Africa; On-site; ZAR 334,800 - 502,200; Full time

Job summary

Isilumko Staffing is looking for an experienced Predictive Dialler Administrator to manage outbound and inbound calling campaigns for a banking client. This role is focused on improving contact efficiency and ensuring strict compliance with banking regulations, data security standards, and customer privacy policies.

The ideal candidate should have experience in managing dialer campaigns, a strong understanding of compliance requirements, and the ability to monitor and report on dialer performance metrics effectively.

Qualifications

• Experience in managing and optimizing predictive dialer campaigns.
• Strong understanding of banking regulations and data security standards.
• Ability to troubleshoot dialer and call routing issues.

Responsibilities

• Configure and manage predictive dialer campaigns for collections and outreach.
• Ensure compliance with bank data security policies.
• Monitor and report dialer performance metrics.

Job description

We are seeking an experienced Predictive Dialler Administrator to manage and optimize outbound and inbound calling campaigns for a banking client. The role focuses on improving contact efficiency and agent productivity while ensuring strict compliance with banking regulations, data security standards, and customer privacy policies.

Responsibilities

• Configure, manage, and optimize predictive dialer campaigns for banking processes such as collections, loans, credit cards, and customer outreach
• Upload, validate, scrub, and manage customer calling lists in accordance with bank data security policies
• Ensure adherence to bank compliance requirements
• Monitor real-time and historical dialer performance metrics including connect rate, abandonment rate, AHT, and agent utilization
• Manage dialing modes, pacing ratios, retries, call windows, and time-zone restrictions
• Implement and maintain call recording, monitoring, and audit trail requirements
• Troubleshoot dialer configuration, call routing, voice quality, and agent login issues
• Coordinate with Compliance, IT Security, Operations, and Quality teams
• Prepare and share MIS, compliance, and performance reports with bank stakeholders