Dialler Strategy & Campaign Operations Specialist

SUMMARY:
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POSITION INFO:

The Dialler Strategy & Campaign Operations Specialist is responsible for the end-to-end design, setup, optimisation, and performance management of outbound dialler campaigns across lead generation and debt collection portfolios.

This role manages all outbound dialler activity within Omni and Vicidial, ensures accurate integration and data flow into Excalibur CRM, and drives campaign efficiency through strong analytical insight, configuration expertise, and operational alignment.

The specialist acts as the central owner of dialler strategy—combining technical knowledge, performance monitoring, and data-driven decision-making to ensure maximum contractability, agent productivity, and campaign success.

Key Responsibilities

1. Dialler Strategy & Campaign Configuration

• Architect, configure, and deploy outbound campaigns on Omni and Vicidial based on business objectives.
• Select and implement optimal dialling modes (predictive, power, preview, blended).
• Build call flows, scripts, dispositions, time rules, and campaign logic aligned with operational targets.
• Ensure campaign setups support both lead generation and debt collection frameworks.

2. End-to-End Lead Management

• Manage the full lead lifecycle: importing, validating, cleansing, mapping, segmentation, and assignment.
• Optimise lead prioritisation, recycling, and penetration strategies to maximise contactability and conversion.
• Maintain and troubleshoot lead integrations between diallers and Excalibur CRM.
• Monitor lead quality and make recommendations to improve targeting and data value.

3. Campaign Performance Management

• Track real-time dialler metrics (connect rate, drop rate, RPC, agent utilisation, pacing efficiency).
• Identify gaps, troubleshoot issues, and adjust strategies for improved performance.
• Drive hour-by-hour optimisation to ensure campaign goals are met.
• Ensure outbound campaigns run within legal and compliance boundaries (POPIA, NCA, Do Not Call principles).

4. Reporting, Analytics & Insights

• Produce daily, weekly, and monthly dialler performance reports.
• Provide insights and recommendations to management and operational teams.
• Analyse disposition trends, agent performance, and campaign effectiveness.
• Build performance dashboards and forecasting models for outbound campaign planning.

5. Dialler & System Administration

• Maintain system integrity, perform campaign audits, and ensure optimal dialler functionality.
• Manage user profiles, permissions, and security settings across Omni and Vicidial.
• Resolve system errors, leads issues, downtime, and dialler failures promptly.
• Work with IT and vendor support on system upgrades, bugs, and enhancements.

6. Cross-Functional Collaboration

• Partner with operations, team leaders, QA, training, and collections teams to align dialler strategies with business needs.
• Participate in daily / weekly operations reviews and report on dialler performance.
• Support new product launches, campaign expansions, and process redesigns.

Key Competencies & Skills

Technical Skills

• Advanced knowledge of Omni Dialler and Vicidial.
• Working knowledge of Excalibur CRM (advantageous for debt collection).
• Strong Excel proficiency (pivot tables, lookups, formulas).
• Data analysis and dialler optimisation experience.
• SQL or data querying skills (advantageous).
• Solid understanding of contact centre technology and telephony environments.

Operational & Analytical Skills

• Strong campaign analysis, problem-solving, and optimisation capability.
• Deep understanding of outbound dialling strategies and lead workflows.
• Ability to translate data insights into operational action plans.
• High attention to detail and accuracy.

Soft Skills

• Clear and confident communication skills.
• Strong time management and ability to meet operational deadlines.
• Ability to work independently while collaborating cross-functionally.
• Process-driven mindset with a focus on continuous improvement.

Minimum Requirements

• Grade 12 / Matric.
• 2–3 years’ experience in a dialler administration, campaign management, or outbound optimisation role.
• Hands-on experience with Omni and/or Vicidial (mandatory).
• CRM experience (Excalibur advantageous).
• Background in contact centre operations (sales or collections).

Preferred Experience

• Experience in outbound lead generation or debt collection campaigns.
• Understanding of POPIA, NCA, CPA, and call compliance standards.
• Exposure to workforce, call flow, or data segmentation tools.

Key Performance Indicators (KPIs)

• Contact rate and RPC improvement.
• Agent utilisation and occupancy.
• Lead penetration and conversion performance.
• Data accuracy and campaign setup quality.
• Reporting accuracy and timeliness.
• Dialler uptime and reduced errors.
• Compliance adherence and low drop-call percentages.