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Dialer Manager

Cape Town
Salary: Market Related
Job Type: Permanent
Sectors: IT
Reference: CPT000189/GW

Apply before May 14 2026 | 30 Days left

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Vacancy Details

Employer: ATM.SA

Job Title: Dialler ManagerLocation: South Africa (with international oversight of UK and Netherlands operations)Role OverviewThe Dialler Manager is responsible for managing and optimising the outbound and inbound dialler systems across multi-site contact centre operations in South Africa, the UK, and the Netherlands. This role ensures that dialling strategies, campaign configurations, and real-time performance management drive maximum productivity, compliance, and efficiency across all regions.The ideal candidate will possess strong technical dialler expertise, deep understanding of contact centre metrics, and proven experience managing international teams and stakeholders.

Key Responsibilities

Dialer & Systems Management

Configure, monitor, and optimize predictive, progressive, and preview dialer campaigns.
Maintain and manage our dialer platform and support in the use of client platforms.
Analyze contact strategies and list management to ensure efficient data utilization and right-party contact optimization.
Collaborate with IT to maintain system integrity, data flow, and integration with CRM and reporting tools.

Operational Oversight

Oversee dialer operations for teams in South Africa, the UK, and the Netherlands, ensuring alignment of performance standards and compliance frameworks.
Work closely with operations managers, workforce planning, and quality assurance to maximize productivity and conversion rates.
Provide real-time campaign performance monitoring, troubleshooting, and issue resolution.

Reporting & Analytics

Produce daily, weekly, and monthly reports on campaign performance, contact rates, and agent productivity.
Use data-driven insights to recommend strategy adjustments and improve KPIs (e.g. contact rate, conversion, occupancy).
Forecast and model dialer activity to support capacity planning and resource allocation.

Compliance & Governance

Ensure dialer operations adhere to all regulatory and compliance standards, including GDPR, Ofcom regulations (UK), and local data protection laws.
Implement controls to prevent misuse of data and maintain customer confidentiality.

Team Leadership & Development

Lead and support a team of Dialer Analysts across regions.
Provide coaching, training, and performance reviews to ensure consistent technical and operational excellence.
Foster collaboration between international teams, sharing best practices and driving standardization.

Key Skills & Competencies

Strong understanding of outbound/inbound dialer technologies and campaign management.
Proficiency with dialer platforms (e.g. Noble, Genesys Cloud, Aspect, or similar).
Excellent analytical, problem-solving, and decision-making skills.
Familiarity with data protection and telecommunications compliance requirements (GDPR, Ofcom, CPA, etc.).
Strong communication and stakeholder management skills across international teams.
Ability to work in a fast-paced, high-performance environment with minimal supervision.

Qualifications & Experience

Minimum 5 years’ experience managing dialer systems within a BPO or large-scale contact center environment.
Experience overseeing multi-country operations preferred.
Advanced Excel and reporting capability; SQL or BI tool experience advantageous.

Working Conditions

Based in South Africa
Regular collaboration with teams in the UK and Netherlands; flexibility to attend meetings across time zones.
Occasional international travel may be required.

Salary: Competitive, based on experience

Job Type: Full-time

Education:

High School (matric) (Required)

Experience:

Managing Dialer systems: 5 years (Required)
Overseeing multi-country operations: 5 years (Required)
Advanced Excel and reporting capability: 5 years (Required)
SQL or BI tool: 5 years (Required)

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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.