SUMMARY:
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POSITION INFO:
Job Title: Head of Dialler and Data Management
Company: CallForce
Location: Cape Town
Reports to: Executive Leadership
Role Overview
The Head of Dialler and Data Management leads dialler strategy, campaign execution, and data operations across CallForce’s national BPO sites. This senior role ensures dialler platforms run smoothly, lead data is high-quality and compliant, and performance insights drive results. You’ll manage a skilled team and act as the key link between CallForce, clients, and tech providers.
Key Responsibilities
Dialler Strategy & Campaign Execution
- Design and implement comprehensive dialler strategies that align with client objectives and operational KPIs.
- Manage the full lifecycle of dialler campaigns, including setup, pacing, prioritisation, and performance optimisation.
- Ensure dialler hygiene, compliance, and effective list segmentation to maximise contact rates and minimize drop-offs.
- Act as the primary interface between CallForce and dialler technology providers, ensuring platform capabilities meet evolving business needs.
- Attend client meetings to present dialler performance insights, campaign analytics, and strategic recommendations.
- Collaborate closely with Operations to align dialler execution with commercial goals and service delivery expectations.
Lead Data Acquisition & Management
- Oversee the acquisition, validation, and integration of lead data for dialler campaigns, ensuring quality, relevance, and compliance.
- Develop and maintain robust data sourcing strategies to support campaign scalability and effectiveness.
- Ensure all lead data complies with regulatory standards (e.g., POPIA, GDPR) and internal governance policies.
Procurement & Cost Oversight
- Lead the procurement process for dialler platforms, including specification development, vendor evaluation, and contract negotiation.
- Manage dialler-related budgets, monitor costs, and implement cost-efficiency measures.
- Maintain accountability for vendor SLAs, system performance, and platform scalability.
Reporting & Analytics
- Deliver high-impact dialler performance reports to senior leadership, highlighting trends, risks, and opportunities.
- Provide tailored reporting and insights to clients based on campaign goals and data requirements.
- Oversee the development of dashboards and analytics tools to support real-time decision-making and strategic planning.
- Manage dialler adjustments and strategy refinements based on performance data and stakeholder feedback.
Team Leadership & Operational Oversight
- Lead and mentor dialler and data management teams across Johannesburg, Cape Town, and Durban.
- Define team roles and responsibilities, manage KPIs, and oversee performance reviews and development plans.
- Handle escalations, ensure service continuity, and foster a culture of accountability and innovation.
- Ensure effective management of dialler staff responsibilities, including campaign setup, reporting, and system maintenance.
Qualifications & Experience
- Minimum of 7 years’ experience in dialler management, campaign execution, and data operations within a BPO or contact centre environment both locally and internationally.
- Proven track record in managing multi-site teams and interfacing with clients and technology vendors.
- Deep understanding of dialler platforms, CRM integrations, and reporting tools.
Skills & Competencies
- Strategic thinker with strong analytical and commercial acumen.
- Excellent communication, stakeholder engagement, and presentation skills.
- Proficient in campaign planning, data analysis, and dialler optimisation.
- Strong leadership capabilities with experience in managing cross-functional teams and driving performance.
