Dialer Manager

• We are recruiting for a Dialer Manager to join our client’s dynamic contact centre team based in Kempton Park.
• The ideal candidate will have a strong background in managing outbound and/or inbound dialer systems, ensuring campaigns run efficiently while maximising productivity and maintaining compliance with relevant regulations.

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:

• 7 July 2025.