Gauteng: Dialler Administrator posted by Ergasia Placements

About the Role

Ergasia Placements is seeking a skilled Dialler Administrator to join our team in Gauteng. As a key member of our operations team, you will be responsible for managing dialler campaigns, ensuring data accuracy, and providing operational support to collection teams. If you have a strong analytical mindset, excellent communication skills, and experience working with dialler systems, we want to hear from you.

Key Responsibilities

• Configure, execute, and manage dialler campaigns to support collection objectives.
• Ensure campaigns are optimised to maximise productivity, penetration rates, talk time, and right-party contacts.
• Monitor dialler settings, pacing, call attempts, retries, and campaign performance.
• Track and report on key dialler metrics, including abandoned calls, dropped calls, wait times, and wrap times.
• Continuously review and refine campaign performance to improve operational outcomes.

• Manage the end-to-end export of campaign data from CRM systems into the dialler platform.
• Validate data accuracy, completeness, and readiness before campaign deployment.
• Troubleshoot and resolve campaign and data-related issues impacting performance.
• Ensure the integrity and quality of campaign data at all stages of execution.

• Design and implement ad hoc and manually driven campaigns when required.
• Segment accounts according to agreed business criteria and collection priorities.
• Determine campaign prioritisation, dialling frequency, and volume allocation.
• Analyse campaign effectiveness and make adjustments based on performance results.
• Document campaign insights and recommendations to support future automation initiatives.

• Act as the first point of contact for dialler-related operational issues.
• Provide support and guidance to collection teams and team leaders regarding campaign execution.
• Communicate campaign performance, challenges, and recommendations to management.
• Collaborate with Operations, IT, and other business stakeholders to ensure optimal campaign delivery.

• Ensure dialler campaigns comply with internal policies and regulatory requirements.
• Identify and escalate risks related to campaign execution, dialler configuration, and data integrity.
• Maintain accurate records of campaign configurations, changes, and performance outcomes.
• Support internal audits and governance reviews relating to dialler operations.

Requirements

• Matric (Grade 12) is essential.
• Relevant tertiary qualification will be advantageous.
• Minimum 3 years’ experience in dialler administration, campaign management, or collections strategy.
• Strong understanding of collections operations and contact centre environments.
• Experience working with dialler systems and campaign management platforms will be advantageous.
• Experience working with CRM-to-dialler integrations will be beneficial.

Qualifications

No formal qualifications are required for this role. However, relevant tertiary education or certifications may be considered an advantage.

Salary & Benefits

Salary details will be discussed during the interview process.