Dialler Manager - Pietermaritzburg

Recruiter:

Accountancy Placements Pietermaritzburg

Job Ref:

PMB001151/LD

Date posted:

Friday, January 23, 2026

Location:

Pietermaritzburg, South Africa

SUMMARY:
Dialler Manager - Pietermaritzburg
Our reputable client in the legal collections industry is seeking a highly strategic and analytical Dialler Manager to join their team.

POSITION INFO:

Responsibilities:

Manage and optimise dialler campaigns and agent capacity
Design and execute omnichannel strategies (SMS, WhatsApp, email, voice, AI)
Develop and deploy AI agents for contact flows
Build real-time dashboards and track performance metrics
Lead monthly performance reviews and drive KPI improvements
Align contact strategies with compliance and legal requirements
Integrate QA and coaching insights into agent performance
Control costs by optimising contact efficiency and suppressing low-value leads
Pilot innovative contact technologies and automation tools
Oversee Excalibur data integration into contact workflows
Enable and manage tracing strategies for hard-to-contact debtors

Requirements:

Proven experience managing and optimising outbound and inbound dialler campaigns at scale
Strong working knowledge of omnichannel contact strategies, including voice, SMS, WhatsApp, email, and digital channels
Advanced analytical skills with the ability to interpret large datasets and translate insights into actionable strategies
Experience working with data integration platforms and contact workflow tools (including exposure to systems such as Excalibur or similar)
Ability to operate in a fast-paced, performance-driven environment with competing priorities
Experience in enabling and managing tracing strategies for hard-to-contact debtors
Previous leadership or people-management experience

Due to the high volume of applications received, only suitable candidates who meet the criteria of this vacancy will be contacted.

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