Data & Dialler Analyst

Cape Town
Salary: Market Related
Job Type: Permanent
Sectors: IT
Reference: CPT000170/ZJ

Apply before Dec 31 2025 | 26 Days left

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Vacancy Details

Employer: ATM.SA

Job TitleData & Dialler AnalystReports toDialler ManagerSummaryThe Data & Dialler Analyst will be part of a team responsible for the effective management of outbound dialler campaigns, operational reporting, and customer data analysis to optimise contact strategies across the organization. The role ensures accurate campaign set-up, compliance with regulatory frameworks, and delivery of insight to improve performance. This position requires strong collaboration with Operations, IT, Compliance, and external partners to support business objectives and maximize productivity.

Key Duties & Responsibilities

Dialler Management
Administer, monitor, and optimize outbound dialler campaigns to ensure maximum efficiency and contact rates.
Manage campaign strategies, filters, and pacing to align with operational goals.
Monitor performance intraday and make real-time adjustments to reduce downtime and improve outcomes.
Maintain dialler compliance with Ofcom, GDPR, MCA/Opta and industry regulations.

Data Analysis & Reporting

Extract, manipulate, and analyze operational data using SQL and other reporting tools.
Produce accurate and timely MI reports and dashboards for senior stakeholders.
Identify performance trends and provide actionable insights to improve contact strategy and agent efficiency.
Maintain data quality standards and ensure robust audit trails.
Collaboration & Stakeholder Support
Partner with Operations to deliver campaign insight and performance reviews.
Support Compliance and Risk teams with evidence and data for audits.
Liaise with IT and third-party vendors to ensure dialler stability and resolve issues quickly.
Continuous Improvement
Identify and implement process improvements to enhance campaign efficiency and reporting accuracy.
Support automation and innovation in dialler and reporting processes.
Contribute to wider workforce optimization initiatives.

This list is not exhaustive, and you will be expected to undertake any other duties that are assigned in-line with the level of the role.
Experience and Qualifications

Proven experience in dialler management and outbound campaign optimization.
Strong SQL and data manipulation skills.
Experience creating and maintaining MI/BI reports and dashboards.
Knowledge of dialler compliance frameworks, NL MCA/Opta, UK Ofcom, EU GDPR, UK ICO.
Strong analytical and problem-solving ability with attention to detail.

Useful Experience:

Previous experience in a contact centre, financial services, or regulated environment.
Familiarity with predictive/progressive dialler systems.
Exposure to workforce planning or operational analytics.

Job Type: Full-time

Work Location: In person

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About ATM.SA

South Africa’s award winning, established, dynamic and leading BPO organisation. As a locally grown business, our vision is to provide turnkey, customer engagement solutions to enable our Clients to compete in an ever-changing industry under extreme legislative pressure. Based in Cape Town and established in 2007, our vision is to "Build lasting partnerships with our Clients by enhancing the value of their Customer journey."

As an outsource service provider, the management, processes, systems and methodologies that supports it, are the required core competencies of ATM.SA. Our wide range of customer engagement and administrative services allows our Clients to focus on their core competencies while leaving the day-to-day customer contact functions in our capable hands.

In addition, our people live our Client’s brands so passionately, a critical discipline ensuring all our programmes are successful and cost effective.

We pride ourselves on working in harmony and at the highest level of support with all our Partners.