SUMMARY:
-
POSITION INFO:
Job Overview
We are seeking a hands-on Predictive Dialler & Campaign Manager to take ownership of dialler operations across multiple departments within a banking environment, including fraud, collections, and customer engagement.
This is a hybrid role requiring a strong balance of technical dialler expertise, campaign optimisation, and team coordination. The successful candidate will not only configure and manage dialler systems but will also work closely with multiple operational teams to ensure campaigns are running efficiently, calls are flowing optimally, and performance targets are consistently met.
Key Responsibilities
- Configure, manage, and optimise predictive dialler campaigns across multiple business units (fraud, collections, customer service, etc.)
- Oversee and coordinate dialler activity across multiple teams and stakeholders
- Ensure consistent call flow, system availability, and optimal agent utilisation
- Monitor and analyse campaign performance (e.g. connect rates, abandonment rates, AHT, conversion rates)
- Adjust dialling strategies (pacing, retries, call windows, segmentation) to improve performance
- Act as the bridge between technical systems and operations teams
- Troubleshoot dialler, telephony, and campaign-related issues in real time
- Work closely with Operations, IT, Compliance, and Data teams
- Ensure adherence to banking regulations, POPIA, and internal data security policies
- Produce and present performance reports and insights to stakeholders
- Maintain audit readiness for dialler configurations, call recordings, and campaign activity
Required Skills & Experience
- 3–5+ years’ experience in a dialler-focused role within a contact centre environment
- Proven experience managing multiple campaigns and/or supporting multiple operational teams
- Hands-on experience with predictive dialler platforms such as Avaya, Genesys, NICE, or similar
- Strong understanding of contact centre operations and campaign management
- Demonstrated ability to balance technical execution with operational oversight
- Solid analytical skills with the ability to interpret performance data and optimise campaigns
- Experience in banking or financial services environments
- Knowledge of compliance and data security requirements (e.g. POPIA)
- Strong problem-solving and communication skills
- Exposure to CRM integrations and reporting tools
