Call Centre Campaign Administrator

SUMMARY:
We are seeking an experienced Call Centre Campaign Administrator to take full ownership of campaign performance across dialler platforms and the recovery system. This role is critical in driving dial efficiency, agent productivity, and collections outcomes through data-driven decision-making and rapid problem-solving. This position is based in Pretoria East.

POSITION INFO:

Minimum Requirements

• Matric / Grade 12 (compulsory)
• Strong working knowledge of Excalibur 4 (highly advantageous)
• Proficiency in English (additional languages advantageous)
• Clear criminal and credit record
• Willingness to work shifts, weekends, and public holidays when required
• Basic computer literacy (Microsoft Office, email, etc.)
• Ability to work on manual and predictive dialler campaigns
• Own reliable transport

Experience Required

• 3 to 5 years’ experience in campaign or dialler management within a collections environment
• Experience with debt management or recovery systems
• Proven ability to improve RPC and collections performance
• Experience managing multiple portfolios and large agent groups
• Hands-on experience with campaign setup, tracking, and optimisation
• Understanding of compliance requirements including NCA and POPIA

Key Skills:

• Strong analytical and data interpretation skills
• Advanced Excel skills for reporting and analysis
• Experience with diallers such as Euphoria and Let’s Dial
• Working knowledge of Excalibur or similar systems
• Understanding of the full collections lifecycle
• Strong troubleshooting and problem-solving ability
• High attention to detail and structured working approach
• Ability to act quickly based on performance data

Key Responsibilities

• Load and manage campaigns across all dialler platforms
• Ensure correct segmentation, prioritisation, and strategy per portfolio
• Align dialler campaigns with Excalibur workflows
• Monitor and optimise campaigns in real time

• Monitor RPC, conversion rates, agent productivity, and dial efficiency
• Link dialler performance to collections outcomes
• Take immediate action on underperforming campaigns

• Analyse campaign and recovery data to improve performance
• Identify trends in contactability and payment behaviour
• Ensure data integrity across systems

• Monitor agent activity and performance
• Identify gaps and support team leaders with actionable insights

• Investigate dialler and system issues
• Identify root causes and escalate where necessary
• Track and confirm resolution and impact

• Produce daily and weekly performance reports
• Provide actionable insights, risks, and opportunities

• Collaborate with Operations, Data, and IT teams
• Ensure alignment between dialler activity and recovery processes

Additional Role Context

• Managing approximately 7 portfolios
• Supporting 40 to 45 agents
• Working with diallers: Let’s Dial, Euphoria, RealConnect (being phased out)
• Core system: Excalibur 4