To provide world-class, professional and quality driven services to satisfy both the client and candidate’s needs. The goal is to develop customised approaches to fit our client’s specific requirements and establish permanent relationships with our clients, through listening, understanding and excelling in services provided.
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.
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