Johannesburg: Dialer Analyst posted by CallForce

February 1, 2026 Jobs in Central Johannesburg

Job Description

PURPOSE OF THE ROLE

Build, monitor and maintain all outbound activity call sloping strategies. Design, monitor and manage weekly activity campaign schedules. Produce real-time performance and productivity data to support the operational management team, focusing on strong performance, quality and compliance standards. Improve the top-line business decision-making processes by collecting, analysing, and reporting of data on the various campaigns

DUTIES AND 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

QUALIFICATIONS AND EXPERIENCE REQUIRED

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.
Experience in working with Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI)
Experience in working MySQL
Expert capability in Microsoft Excel
Knowledge of business processes and functional area
Experience in estimating solution development and delivering solutions against those estimates

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BEHAVIOURAL AND COMPETENCY REQUIRED

Strong interpersonal skills with the ability to build and maintain professional relationships
Excellent analytical skills
Strong written and oral communication
Ability to work in a fast-paced industry and handle pressure well.
Ability to coordinate and multitask.
Problem solving and follow through
Analytical Thinker
Takes ownership & accountability.
Results-orientated & perseverance
Resilient and adaptability to change
Structured & process driven
Innovative and creative

How to Apply

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Generally, salaries in the Gauteng region for Other Professions positions tend to fall within broad ranges. For example, an administrative assistant position may command a salary between R300 000 and R500 000 per annum, depending on experience, company size, and industry sector. However, it is essential to note that actual salaries can vary significantly due to factors such as the specific job requirements, the company’s budget, and the individual’s qualifications.

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