Dialler Manager

Description:

job Title: Dialler Manager

Location: South Africa (with international oversight of UK and Netherlands operations)

Role Overview

The Dialler Manager is responsible for managing and optimising the outbound and inbound dialler systems across multi-site contact centre operations in South Africa, the UK, and the Netherlands. This role ensures that dialling strategies, campaign configurations, and real-time performance management drive maximum productivity, compliance, and efficiency across all regions.

The ideal candidate will possess strong technical dialler expertise, deep understanding of contact centre metrics, and proven experience managing international teams and stakeholders.

Requirements:

• Configure, monitor, and optimise predictive, progressive, and preview dialler campaigns.
• Maintain and manage our dialler platform and support in the use of client platforms.
• Analyse contact strategies and list management to ensure efficient data utilisation and right-party contact optimisation.
• Collaborate with IT to maintain system integrity, data flow, and integration with CRM and reporting tools.

• Oversee dialler operations for teams in South Africa, the UK, and the Netherlands, ensuring alignment of performance standards and compliance frameworks.
• Work closely with operations managers, workforce planning, and quality assurance to maximise productivity and conversion rates.
• Provide real-time campaign performance monitoring, troubleshooting, and issue resolution.

• Produce daily, weekly, and monthly reports on campaign performance, contact rates, and agent productivity.
• Use data-driven insights to recommend strategy adjustments and improve KPIs (e.g. contact rate, conversion, occupancy).
• Forecast and model dialler activity to support capacity planning and resource allocation.

• Ensure dialler operations adhere to all regulatory and compliance standards, including GDPR, Ofcom regulations (UK), and local data protection laws.
• Implement controls to prevent misuse of data and maintain customer confidentiality.

• Lead and support a team of Dialler Analysts across regions.
• Provide coaching, training, and performance reviews to ensure consistent technical and operational excellence.
• Foster collaboration between international teams, sharing best practices and driving standardisation.

• Strong understanding of outbound/inbound dialler technologies and campaign management.
• Proficiency with dialler platforms (e.g. Noble, Genesys Cloud, Aspect, or similar).
• Excellent analytical, problem-solving, and decision-making skills.
• Familiarity with data protection and telecommunications compliance requirements (GDPR, Ofcom, CPA, etc.).
• Strong communication and stakeholder management skills across international teams.
• Ability to work in a fast-paced, high-performance environment with minimal supervision.

• Minimum 5 years’ experience managing dialler systems within a BPO or large-scale contact centre environment.
• Experience overseeing multi-country operations preferred.
• Advanced Excel and reporting capability; SQL or BI tool experience advantageous.

• Based in South Africa
• Regular collaboration with teams in the UK and Netherlands; flexibility to attend meetings across time zones.
• Occasional international travel may be required.

• High School (matric) (Required)

• Managing Dialler systems: 5 years (Required)
• Overseeing multi-country operations: 5 years (Required)
• Advanced Excel and reporting capability: 5 years (Required)
• SQL or BI tool : 5 years (Required)

• Cape Town, Western Cape 8000 (Required)

Key Responsibilities

Dialler & Systems Management

• Configure, monitor, and optimise predictive, progressive, and preview dialler campaigns.
• Maintain and manage our dialler platform and support in the use of client platforms.
• Analyse contact strategies and list management to ensure efficient data utilisation and right-party contact optimisation.
• Collaborate with IT to maintain system integrity, data flow, and integration with CRM and reporting tools.

Operational Oversight

• Oversee dialler operations for teams in South Africa, the UK, and the Netherlands, ensuring alignment of performance standards and compliance frameworks.
• Work closely with operations managers, workforce planning, and quality assurance to maximise productivity and conversion rates.
• Provide real-time campaign performance monitoring, troubleshooting, and issue resolution.

Reporting & Analytics

• Produce daily, weekly, and monthly reports on campaign performance, contact rates, and agent productivity.
• Use data-driven insights to recommend strategy adjustments and improve KPIs (e.g. contact rate, conversion, occupancy).
• Forecast and model dialler activity to support capacity planning and resource allocation.

Compliance & Governance

• Ensure dialler operations adhere to all regulatory and compliance standards, including GDPR, Ofcom regulations (UK), and local data protection laws.
• Implement controls to prevent misuse of data and maintain customer confidentiality.

Team Leadership & Development

• Lead and support a team of Dialler Analysts across regions.
• Provide coaching, training, and performance reviews to ensure consistent technical and operational excellence.
• Foster collaboration between international teams, sharing best practices and driving standardisation.

Key Skills & Competencies

• Strong understanding of outbound/inbound dialler technologies and campaign management.
• Proficiency with dialler platforms (e.g. Noble, Genesys Cloud, Aspect, or similar).
• Excellent analytical, problem-solving, and decision-making skills.
• Familiarity with data protection and telecommunications compliance requirements (GDPR, Ofcom, CPA, etc.).
• Strong communication and stakeholder management skills across international teams.
• Ability to work in a fast-paced, high-performance environment with minimal supervision.

Qualifications & Experience

• Minimum 5 years’ experience managing dialler systems within a BPO or large-scale contact centre environment.
• Experience overseeing multi-country operations preferred.
• Advanced Excel and reporting capability; SQL or BI tool experience advantageous.

Working Conditions

• Based in South Africa
• Regular collaboration with teams in the UK and Netherlands; flexibility to attend meetings across time zones.
• Occasional international travel may be required.

Salary: Competitive, based on experience

Start Date: January 2026

Job Type: Full-time

Education:

• High School (matric) (Required)

Experience:

• Managing Dialler systems: 5 years (Required)
• Overseeing multi-country operations: 5 years (Required)
• Advanced Excel and reporting capability: 5 years (Required)
• SQL or BI tool : 5 years (Required)

Location:

• Cape Town, Western Cape 8000 (Required)

Work Location: In person