Dialler Manager Details at Truworths

• The ideal candidate will be required to take ownership and accountability for the strategic management of dialer activities, as well as constantly and passionately pursue initiatives, processes and solutions which will further enhance and optimize the call centre environment. The ideal candidate will also manage a team of dialer administrators and form part of the Credit Risk and Analytics team.

In addition, the successful individual will be required to:

• Enable the optimal use of the Hosted Contact Centre (HCC) technology and dialer related sourcing;
• Manage the HCC to enable effective execution of the credit risk driven collection strategies;
• Monitor the performance of outbound collection and telemarketing strategies deployed, and on an ongoing basis, execute challenger strategies with associated processes and procedures;
• Optimise customer contact effectiveness, while maintaining inbound and outbound targets and service level achievements;
• Develop and implement information dashboards to support the monitoring of operational performance;
• Produce and analyse dashboards and reports, identifying trends and communicating findings to the management team
• Create daily outbound calling campaigns based on departmental collections and telemarketing strategies to optimise collection and “sales” performance;
• Continuously monitor all call centre inbound volumes and outbound campaigns, which are necessary to meet departmental targets;
• Communicate department results in scheduled dashboards and reports distributed on a regular basis to management team and provide recommendations based on analysis performed;
• At the campaign level, provide daily analysis of inbound and outbound performance and service level reports;
• Assist all Operations Managers with resource planning for their respective areas to ensure that efficiency targets are met;
• Demonstrate a strong understanding of dialler metrics and functionality by producing ad hoc reports for further statistical analysis and communicate findings and/or recommendations to the leadership team;
• Communicate effectively with all levels of management and those responsible for dialler maintenance, specifically concerning technical issues and system performance concerns;
• Leverage dialler reports and collections call data to better analyse calling strategies, as well as identify concerns and recommend improvements to outbound dialling strategies
• Proactively partner with all Call Centre Management and the Credit Risk Team to identify new calling and treatment strategies;
• Demonstrate a strong understanding of inbound/outbound goals and reporting as it relates to the dialler and ACD phone system;
• Liaise with third parties/dialler providers to maximise the understanding of dialler functionality and identify potential strategy enhancements;
• Deliver technical assistance to agents by troubleshooting system issues and providing ongoing maintenance updates
• Coordinate all MIS activities;
• Work closely with process owners and coordinate the analysis, design, development and implementation of new operational reports, while tracking usability and fine tuning, as appropriate.

Qualifications and Experience    

• Qualification/s: Grade 12 Relevant tertiary qualification advantageous Experience / Knowledge: 5 to 7 years working experience within call centre environment, of which 2 to 3 years should be proven experience with managing operating dialler systems in an inbound and outbound environment Extensive functional knowledge of outbound dialling systems and preferably Presence and Tableau Desktop technology Operational experience with account segmentation, behavioural risk scoring and calling strategies; proven experience in driving performance through enhancements to dialler processes and strategies

Competencies    

• Strong analytical skills and the ability to demonstrate conceptual thinking;
• Strong communication and presentation skills

Deadline:7th March,2026