Predictive Dialler Specialist

SUMMARY:
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POSITION INFO:

We are looking for a skilled Predictive Dialler Specialist to manage and optimize outbound and inbound dialling campaigns for a leading banking client. This role is critical in improving contact efficiency, campaign performance, and agent productivity while ensuring strict adherence to banking compliance, data security standards, and customer privacy policies.

Key Responsibilities

• Configure, manage, and optimize predictive dialler campaigns for banking processes such as collections, loans, credit cards, and customer outreach

• Upload, validate, scrub, and manage customer calling lists in line with bank data security policies

• Ensure strict adherence to banking compliance and regulatory requirements

• Monitor and analyze dialler performance metrics including connect rate, abandonment rate, AHT, and agent utilization

• Manage dialling modes, pacing ratios, retry strategies, call windows, and time-zone restrictions

• Maintain call recording systems, monitoring processes, and audit trail requirements

• Troubleshoot dialler configuration, call routing, voice quality, and agent login issues

• Collaborate with Compliance, IT Security, Operations, and Quality Assurance teams

• Prepare and present MIS reports, compliance reports, and campaign performance insights

Required Skills & Qualifications

• Hands-on experience with predictive dialler platforms such as Avaya, Genesys, NICE, or similar technologies

• Strong understanding of banking contact centre operations

• Knowledge of banking regulatory and compliance requirements

• Experience handling sensitive financial and customer data

• Strong analytical, reporting, and documentation skills

• Excellent communication, troubleshooting, and problem-solving abilities

Preferred Experience

• 2–5 years’ experience as a Dialler Administrator in Banking or Financial Services

• Relevant tertiary qualification

• Experience with CRM integrations used in banking environments

Compliance & Data Security

• Strict adherence to bank information security policies

• Zero tolerance for data leakage or unauthorized access

• Maintain audit readiness for dialler configurations, call logs, and recordings