Dialer Intelligence Administrator

Pinelands, Cape Town
Fully office-based

The Dialer Intelligence Administrator is a performance-focused role within the Dialer Team. this role operates at the intelligence layer identifying issues, investigating root causes, and driving improvements across Dialer campaigns. The role requires practical SQL experience for maintaining automated lead insert and closing logic. Note: while data interpretation is required, this is not a data analyst position.

Key Responsibilities

Performance & Monitoring

• Monitor key Dialer metrics (idle time, contact rates, abandon rates, RPC ratios) and ensure these remain within agreed standards.
• Conduct deep-dive investigations into underperforming campaigns and identify root causes.
• Work closely with the Dialer Administrator to ensure performance issues are resolved promptly and effectively.

Troubleshooting & Issue Oversight

• Serve as the primary intelligence resource for diagnosing Dialer performance problems and briefing the Dialer Administrator on required fixes.
• Oversee the troubleshooting process end-to-end, ensuring issues are logged, prioritised, and resolved within agreed timeframes.
• Conduct post-resolution reviews to confirm performance has returned to standard.

Lead Insert & Closing Logic (SQL)

• Own and maintain automated lead insert and closing rules, including stored procedures and Dialer logic.
• Write, review, and update SQL queries to support campaign configuration and lead prioritisation.
• Translate business requirements into logical rule changes within the Dialer and database environment.
• Ensure all SQL changes are tested and documented before implementation.

Stakeholder Engagement

• Communicate proactively with stakeholders regarding underperforming campaigns and areas of concern.
• Develop improvement plans with clear timelines and expected outcomes, and track progress.
• Produce insights and recommendations from performance reports to support operational decision-making.

Compliance

• Ensure all Dialer operations and automated processes comply with DMA and POPIA requirements.
• Maintain documentation of logic changes and performance interventions for audit purposes.

Key Requirements & Qualifications

• Minimum 2–4 years’ experience in a Dialer management or performance environment.
• Practical SQL experience (writing and modifying queries and stored procedures) is essential.
• Tertiary qualification in Information Technology, Computer Science, Statistics, or Informatics. An IT diploma or SQL certification will be advantageous.
• Experience with the Genesys Dialer will be advantageous.
• Contact centre outbound experience is advantageous.

Key Competencies

• Strong analytical and investigative thinking.
• Results-driven with a focus on performance improvement.
• Clear verbal and written communication, including presenting findings to non-technical stakeholders.
• Proactive and self-directed, able to manage multiple priorities.
• High attention to detail and commitment to accuracy.
• Collaborative, with the ability to work effectively across teams and levels.
• Honest, accountable, and aligned with IDM Group values.

Work Arrangement

• Fully office-based.
• May be required to work shifts and/or weekends based on operational requirements.