Dialer Manager

East Rand, Gauteng
Permanent
Full-time

5 days ago

Job Summary: The Dialer Manager is responsible for the day-to-day management, optimization, and performance of the outbound and/or inbound dialer system used within the contact centre. To ensure campaigns are running effectively, maintain compliance with regulatory requirements, and work closely with Sales, Operations and IT teams to drive productivity and efficiency. Key Responsibilities: Manage and optimize dialer campaigns (predictive, preview, and progressive) to ensure maximum agent productivity and performance. Monitor real-time dialer performance, maximise contact rates and adjust campaigns or pacing strategies accordingly. Work with campaign managers, operations teams, and compliance to design and implement effective calling strategies. Ensure compliance with all relevant regulations and internal policies. Provide performance reporting and analytics on campaign effectiveness, contact rates, conversion, and agent productivity. Act as the main point of contact for dialer issues, liaising with IT or third-party providers to resolve technical problems. Conduct regular audits and quality checks on dialer data and processes. Train and support team leaders and agents in dialer usage and best practices. Forecast and plan dialer activity based on business targets and staffing levels.
Qualifications & Skills: Proven experience in a dialer management role, preferably in a contact centre environment. Strong working knowledge of dialer systems (Connex AI Omni). Excellent analytical skills and experience working with large datasets and campaign reporting. Strong understanding of contact centre KPIs and workforce management. Knowledge of data protection laws, compliance standards, and regulatory guidelines. Good communication skills and ability to collaborate with multiple teams. Problem-solving skills and a proactive mindset.

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