Johannesburg: VICIdial Operator

Job Summary We are seeking a skilled VICIdial Dialler Operator to manage the day-to-day administration and monitoring of our workload distribution system. The role focuses on dialler operations, including campaign creation, list management, reporting, and real-time performance monitoring to support business objectives. Key Responsibilities Operational & System Monitoring Implement and manage daily dialler campaigns aligned with business strategy Optimise dialler settings to maximise call centre productivity and KPI performance Perform system audits and analyse dialler functionality Drive continuous improvements in system efficiency, reporting, and processes Produce scheduled and ad-hoc reports for stakeholders Agent Performance Monitoring Monitor campaigns in real-time and recommend adjustments to improve contact rates Track agent productivity and utilisation from a dialler perspective Analyse campaign data and performance trends to optimise outcomes Generate KPI reports and provide actionable recommendations Identify and resolve operational issues affecting business performance Technical Coordination & Testing Coordinate and execute testing before system changes go live Track, report, and resolve system issues timeously Work closely with business clients to implement dialler strategy updates Liaise with IT teams and vendors to ensure full system functionality Perform data analysis and support technical troubleshooting Reporting & Administration Create, document, and maintain dialler processes and procedures Provide administrative and reporting support to management Minimum Requirements Matric (Grade 12) Minimum 3 years experience working with VICIdial Experience managing multiple dialler campaigns Strong data analysis and reporting skills Experience in a sales or financial services environment Proven ability to engage with external service providers Advantageous IT Degree/Diploma or equivalent Knowledge of contact centre systems and processes Experience with SQL / databases Familiarity with Opengate and Avaya systems Microsoft SQL Server (2008 and above) experience Key Skills Strong analytical and problem-solving abilities Excellent communication (written and verbal) Effective time management and organisational skills High attention to detail Personal Attributes Self-motivated and able to work independently Ability to perform under pressure Honest, dependable, and hardworking