JOB PURPOSE

The Dialler Administrator is responsible for the configuration, execution, and optimisation of all dialler campaigns to support collection performance. The role ensures that account data is accurately exported from the CRM system (Excalibur) into the dialler platform (OmniSense), campaigns are correctly structured, and dialling strategies are executed effectively.

Until automated decision engines are implemented, the Dialler Administrator will play a critical role in creating, managing, and refining ad hoc and manually defined campaigns, including determining account segmentation, prioritisation, and dialling frequency in line with business strategy and operational capacity.

The role works closely with Collections Operations, Team Managers, and Management to translate strategy into effective dialler execution while ensuring system stability, performance optimisation, and compliance.

QUALIFICATIONS & EXPERIENCE REQUIRED

• Minimum Matric/Grade 12 qualification is mandatory.
• Related tertiary qualification is an advantage.
• Minimum of 3 years’ experience in collections strategy, dialler administration, or campaign management.
• Strong understanding of contact centre operations within a collections environment.
• At least 2+ years’ MS Office Suite working experience.
• Prior experience managing dialler systems (advantageous)
• Experience working with CRM-to-Dialler integrations (advantageous)

KEY RESPONSIBILITIES

DIALLER ADMINISTRATOR

Dialler Campaign Management

• Export dialler campaigns from the CRM system to the dialler.
• Ensure that campaigns are optimised for penetration, productivity, talk time, and right-party contact rates.
• Monitor and manage dialler settings, pacing, call attempts, and retries in line with business objectives.
• Actively monitor and report on key dialler metrics, including dropped calls, abandoned rates, wait time, wrap time, etc.
• Review and refine campaign performance daily, weekly, and monthly, making adjustments as required.

Campaign Exports & Data Handling

• Manage the end-to-end process of exporting campaign data from the CRM system (Excalibur) to the dialler platform (OmniSense).
• Validate data accuracy, completeness, and readiness prior to campaign uploads.
• Troubleshoot and resolve data or campaign-related issues impacting dialler performance.

Ad Hoc & Interim Campaign Strategy Execution (In exceptional scenarios and when automated campaigns fail to run)

• Design and implement ad hoc and manually defined campaigns to support collection priorities.
• Segment accounts manually based on agreed criteria such as balance, ageing, prior contact history, and operational focus.
• Determine interim dialling strategies, including prioritisation, volume, and frequency, in the absence of automated decision engines.
• Continuously assess campaign effectiveness and adjust strategies based on performance outcomes and operational feedback.
• Support the transition to future decision-engine-driven campaign execution by documenting learnings, assumptions, and performance insights.

Operational Support & Stakeholder Engagement

• Serve as the first point of contact for dialler-related operational issues.
• Provide support and guidance to agents and team managers on dialler behaviour and campaign execution.
• Communicate daily with Operations and Management regarding campaign performance, constraints, and required adjustments.
• Build strong working relationships across Operations, IT, and Business stakeholders.

Risk, Compliance & Governance

• Ensure dialler campaigns comply with regulatory and internal policy requirements.
• Identify and escalate risks related to dialler configuration, campaign execution, or data integrity.
• Maintain accurate documentation of campaigns, configurations, and changes.
• Support audits and reviews relating to dialler operations.

Role Evolution (Future State)

• As the business implements automated decision engines and advanced strategy tools, the Dialler Administrator role will evolve to focus more heavily on:
• System optimisation and governance
• Oversight of automated strategy execution
• Performance validation and exception management

WORKING HOURS

• Must be available to work the following schedule with reliable transport:
• Early Shift - Monday to Friday, from 06h00 to 15h00,
• Every alternate Saturday, from 07h00 to 13h00, and
• Every alternate Public Holiday, from 07h00 to 13h00

COMPETENCIES AND SKILLS REQUIRED

• Ability to manage deadlines and multiple campaigns simultaneously
• Strong analytical and problem-solving skills.
• High attention to detail and data accuracy.
• Solid understanding of collections operations and dialler mechanics.
• Strong written and verbal communication skills.
• Intermediate proficiency in MS Office Suite.
• Accountability, ownership, and sound judgment.
• Demonstrate strong values of curiosity, collaboration, entrepreneurial spirit, passion for winning and trustworthiness.