Dialler Manager - Nutun RX

Experience & Qualifications

• Matric or NQF Level 4 Equivalent required.
• National Diploma or Bachelor’s degree in Information Technology, Business Management, Project Management, or related field (NQF Level 6–7) - preferred.
• 3–5 years of experience in dialler management, contact centre operations, or workforce management.
• Experience within a BPO is required.
• Proven track record of managing dialler systems and delivering successful campaigns.
• Strong working knowledge of outbound dialler platforms.
• Familiarity with ITIL practices and service management standards is beneficial.

Responsibilities

• Dialler Operations & ManagementManage and configure the organization’s dialler systems to support campaign requirements.
• Actively manage campaigns to maximize KPIs including contact rate, talk time, data file selection, and RPC conversion rates, ensuring dialer performance is fully optimized.
• Administer predictive dialer functionality, including real-time campaign configuration, agent account setup, and list construction and management.
• Ensure dialler campaigns are set up accurately, including data loading, list management, and scheduling.
• Monitor dialler performance in real-time, adjusting to maximize efficiency and contact rates.
• Troubleshoot dialler-related issues, escalating to IT or vendors when necessary.
• Campaign Planning & ExecutionCollaborate with operations, the respective lead and relevant departments to ensure sufficient staffing levels daily to manage outbound dialer campaigns and inbound call volumes.
• Monitor and manage annual leave, absence, lateness, and break schedules to optimize coverage.
• Regularly review capacity levels to ensure optimal resource allocation for effective client management.
• Ensure campaigns are aligned with client requirements, organisational goals, and compliance standards.
• Monitor campaign progress, ensuring targets are met and performance is optimised.
• Forecast staffing requirements daily and for future needs, ensuring capacity management aligns with operational demands
• Compliance & Risk ManagementEnsure dialler operations comply with South African labour legislation, POPIA, and industry regulations.
• Ensure campaigns remain compliant with regulatory obligations including OFCOM (Office of Communications), ICO (Information Commissioner’s Office), CSA (Credit Services Association), SRA (Solicitors Regulation Authority), FCA(Financial Conduct Authority) standards.
• Ensure campaigns remain compliant with regulatory obligations outlined in the GDPR (General Data Protection Regulation).
• Implement controls to prevent non-compliant dialling practices, including call frequency and data usage.
• Conduct regular audits of dialler processes to identify risks and ensuring abandon and dropped call rate targets are consistently achieved.
• Maintain accurate records of campaign configurations, performance, and compliance checks.
• Performance Monitoring & ReportingTrack and analyse dialler performance metrics, including contact rates, conversion rates, and agent productivity.
• Drive performance across inbound and outbound operations by meeting targets for call volume, contact rates, talk time, response rates, conversion rates, penetration, utilization, and dropped call rates.
• Analyse campaign data to generate actionable intelligence, produce ad-hoc reports, and deliver month-end client reporting within SLA.
• Identify trends and provide recommendations to improve dialler efficiency and campaign success, supporting continuous improvement initiatives by leveraging performance data.
• Stakeholder Engagement & CollaborationAct as the primary point of contact for dialler-related queries from operations and client teams.
• Hold daily meetings with Management and Team Leaders to drive productivity, utilization, and KPI adherence. Flag persistent underperformance to the Line Manager for corrective action.
• Liaise with IT, workforce management, and vendors to ensure dialler systems are fully supported.
• Collaborate with training teams to ensure agents understand dialler processes and compliance requirements.
• Provide input into strategic discussions on campaign design and executioncal role in ensuring that campaigns are delivered effectively, meeting both client and organisational objectives.
• Strong knowledge of dialler systems and outbound campaign management.
• Excellent analytical and problem-solving skills.
• A solid overview of the rules, regulations and business processes that govern the process for debt collections and recovery within the business.
• Proficiency in Microsoft Office.
• Ability to prioritise, manage, execute tasks on an assigned workload in an efficient manner and maintaining high levels of productivity and accuracy at all times.
• Strong communication and stakeholder management abilities.
• Demonstrates the ability to process information quickly through active listening, applying relevant standards, procedures, and processes accurately and immediately.
• High attention to detail and accuracy in campaign setup and reporting.
• Proficiency in IT Skills, dialler platforms, reporting tools, and workforce management systems.
• Familiarity with compliance requirements and governance standards.
• Ability to manage multiple campaigns and priorities in a fast-paced environment as well as the ability to manage remote staff efficiently.
• Professionalism, integrity, and confidentiality in handling sensitive data.
• Works independently with accountability for service delivery within prescribed timelines, while also collaborating effectively in a team to achieve business and client outcomes. Seeks supervision and guidance from team members and the Head of Pre‑Legal Operations when required, but actively develops knowledge and skills to operate independently when appropriate.

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