Johannesburg: Dialer Analyst posted by CallForce

April 26, 2026 Jobs in Central Johannesburg

Job Description

About the Role

As a Dialer Analyst at CallForce, you will play a crucial role in building, monitoring, and maintaining outbound activity call sloping strategies to drive business performance and compliance standards. You will design, monitor, and manage weekly activity campaign schedules, produce real-time performance and productivity data, and analyze data to support operational management decisions.

Key Responsibilities

Ensure dialer execution is aligned to all business unit KPIs
Automate data loading within the dialer.
Drive innovation and strategy in the current dialer platform.
Real time analysis & monitoring of dialer campaigns to ensure compliance and adherence to set KPIs
Real time Management of the dialer to ensure optimal agent productivity.
Identify and communicate any data anomalies or agent behavior issues to Senior Operations Team in real time.
Dialer Incident Management
Regular maintenance of the dialer.
Understanding of client requirements and ensuring the correct Dialer strategy is implemented
Monitor, analyse & report on the dialer requirements across the various campaigns
Regular Reporting and updates on lead usage at agent level.
Drive dialer metrics (Answer Rate/ RPC Rate) to influence conversion to sales.
Analysis of dialer outputs and results as well as the implementation of changes and improvements.
Create reports that business can use to monitor metrics and make decisions.
Analyse Dialer data and share opportunities for improvement.
Develop and manage strategy to run outbound campaigns, ensuring the saturation and penetration targets are achieved
Collaborate with internal and external partners to maximize achievement of business goals

Requirements

Matric / Grade 12
A relevant certificate or diploma is preferred
Minimum of 3 – 5 years of experience as a Dialer administrator in a Contact Centre is required
Familiarity with reporting to a sales and service Operations.
2-3 years experience working as a Dialer administrator in a sales Outbound Contact Center.

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Qualifications

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Salary & Benefits

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