Dialler Manager - Pietermaritzburg at Accountancy Placements

• Our reputable client in the legal collections industry is seeking a highly strategic and analytical Dialler Manager to join their team.

Responsibilities:

• Manage and optimise dialler campaigns and agent capacity
• Design and execute omnichannel strategies (SMS, WhatsApp, email, voice, AI)
• Develop and deploy AI agents for contact flows
• Build real-time dashboards and track performance metrics
• Lead monthly performance reviews and drive KPI improvements
• Align contact strategies with compliance and legal requirements
• Integrate QA and coaching insights into agent performance
• Control costs by optimising contact efficiency and suppressing low-value leads
• Pilot innovative contact technologies and automation tools
• Oversee Excalibur data integration into contact workflows
• Enable and manage tracing strategies for hard-to-contact debtors

Requirements:

• Proven experience managing and optimising outbound and inbound dialler campaigns at scale
• Strong working knowledge of omnichannel contact strategies, including voice, SMS, WhatsApp, email, and digital channels
• Advanced analytical skills with the ability to interpret large datasets and translate insights into actionable strategies
• Experience working with data integration platforms and contact workflow tools (including exposure to systems such as Excalibur or similar)
• Ability to operate in a fast-paced, performance-driven environment with competing priorities
• Experience in enabling and managing tracing strategies for hard-to-contact debtors
• Previous leadership or people-management experience