Dialer Administrator at Pepkor Payments & Lending

Job Description

• The Dialer Administrator is responsible for overseeing the smooth functioning of the Dialer system within the Contact Centre Operations. This includes overseeing campaign loads, dialing frequency, dialing attempts and continuous dialing optimisation. The Dialer Administrator will ensure that there is a constant workflow for Contact Centre Operations by managing Dialer queues, reports and reporting such results to internal stakeholders.

Key Performance Areas:

 Dialer Optimisation

• Ensure that the Presence Dialer and Multi-Media services are operating optimally to support the business strategy
• Liaise with external IT service providers for fault resolution and new implementations
• Ensure that the dialer is aligned with the business requirements and monitor the performance to deliver the best results
• Be involved in and contribute to dialing strategy discussions
• Achieve dialer optimisation by actively monitoring the dialer settings
• Inform changes to the dialer settings to bring about the best results identification and definition problems

Implementing and executing an effective operations support strategy

• Document technical requirements with clarity to enable correct implementation of the required solution
• Campaign monitoring across operational area
• 100% adherence to operating standards
• Produce accurate reports and analysis on campaigns and agent results both the Dialer and the Captiv8 system
• Analyse and interpret data to resolve and/or escalate potential concerns appropriately and timeously
• Planning of monthly dialer campaigns according to capacity and number of accounts in-line with collections strategies
• Processing information and generating knowledgeable communication
• Daily, weekly, monthly feedback reports on agent, campaign, and overall Contact Centre performance
• Provide technical assistance to the business

 Communication

• Communicate to all levels that are affected with production issues for the dialer
• Communicate effectively with all levels of management and those responsible for dialer maintenance, specifically concerning technical issues and system performance concerns
• Communicate any technical issues to effectively and timeously resolve the issues and log a call to the necessary parties

Job Requirements
Functional and Behavioural competencies: 

• MS Word, MS Excel, MS Outlook, MS PowerPoint
• Knowledge of Contact Centre systems and processes
• Excellent verbal and written communication skills
• Collaboration
• Resilience
• Leadership
• Information gathering and problem analysis
• Planning and organizing
• Quality and detail orientation

Qualification and Experience: 

• Grade 12
• NQF 5 qualification in IT or in a similar field of studies (preferable)
• Applicants studying towards/completed a bachelor’s degree or post-grad qualification (advantageous)
• Minimum of 3 years’ experience in a Retail Financial Services environment with background in Collections or Sales processes
•  Minimum of 2 years’ experience in the interpretation of Contact Centre analytics
• Dialer Administrator experience (advantageous) 

Closing Date: Tuesday, 31 December 2025