Predictive Dialler Specialist– Banking Client

SUMMARY:
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POSITION INFO:

A leading digital bank in South Africa is seeking a Predictive Dialler Specialist to join the team on a 6-month contract in Sandton.

Job Summary

We are seeking an experienced Predictive Dialler Administrator to manage and optimize outbound and inbound calling campaigns for a banking client. The role focuses on improving contact efficiency and agent productivity while ensuring strict compliance with banking regulations, data security standards, and customer privacy policies.

Key Responsibilities

• Configure, manage, and optimize predictive dialer campaigns for banking processes such as collections, loans, credit cards, and customer outreach
• Upload, validate, scrub, and manage customer calling lists in accordance with bank data security policies
• Ensure adherence to bank compliance requirements
• Monitor real-time and historical dialler performance metrics including connect rate, abandonment rate, AHT, and agent utilization
• Manage dialling modes, pacing ratios, retries, call windows, and time-zone restrictions
• Implement and maintain call recording, monitoring, and audit trail requirements
• Troubleshoot dialler configuration, call routing, voice quality, and agent login issues
• Coordinate with Compliance, IT Security, Operations, and Quality teams
• Prepare and share MIS, compliance, and performance reports with bank stakeholders

Required Skills & Qualifications

• Hands-on experience with predictive dialler platforms such as Avaya, Genesys, NICE or similar
• Strong understanding of banking contact centre operations
• Knowledge of regulatory and compliance requirements in banking environments
• Experience handling sensitive financial and customer data
• Strong analytical, reporting, and documentation skills
• Excellent communication and problem-solving abilities

Preferred Experience and Qualifications

• 2–5 years of experience as a Dialler Administrator in Banking or Financial Services
• Must have relevant tertiary qualification
• Experience with CRM integrations used in banking environments
• Clear credit record 

Compliance & Data Security

• Strict adherence to bank information security policies
• Zero tolerance for data leakage or unauthorized access
• Maintain audit readiness for dialer configurations, call logs, and recordings