Job Description
Minimum Requirements
- Matric / Grade 12 (compulsory)
- Strong working knowledge of Excalibur 4 (highly advantageous)
- Proficiency in English (additional languages advantageous)
- Clear criminal and credit record
- Willingness to work shifts, weekends, and public holidays when required
- Basic computer literacy (Microsoft Office, email, etc.)
- Ability to work on manual and predictive dialler campaigns
- Own reliable transport
Experience Required
- 3 to 5 years’ experience in campaign or dialler management within a collections environment
- Experience with debt management or recovery systems
- Proven ability to improve RPC and collections performance
- Experience managing multiple portfolios and large agent groups
- Hands-on experience with campaign setup, tracking, and optimisation
- Understanding of compliance requirements including NCA and POPIA
Key Skills:
- Strong analytical and data interpretation skills
- Advanced Excel skills for reporting and analysis
- Experience with diallers such as Euphoria and Let’s Dial
- Working knowledge of Excalibur or similar systems
- Understanding of the full collections lifecycle
- Strong troubleshooting and problem-solving ability
- High attention to detail and structured working approach
- Ability to act quickly based on performance data
Key Responsibilities
Campaign Management
- Load and manage campaigns across all dialler platforms
- Ensure correct segmentation, prioritisation, and strategy per portfolio
- Align dialler campaigns with Excalibur workflows
- Monitor and optimise campaigns in real time
Performance Tracking
- Monitor RPC, conversion rates, agent productivity, and dial efficiency
- Link dialler performance to collections outcomes
- Take immediate action on underperforming campaigns
Data Analysis
- Analyse campaign and recovery data to improve performance
- Identify trends in contactability and payment behaviour
- Ensure data integrity across systems
Agent Productivity
- Monitor agent activity and performance
- Identify gaps and support team leaders with actionable insights
System Investigation
- Investigate dialler and system issues
- Identify root causes and escalate where necessary
- Track and confirm resolution and impact
Reporting
- Produce daily and weekly performance reports
- Provide actionable insights, risks, and opportunities
Stakeholder Management
- Collaborate with Operations, Data, and IT teams
- Ensure alignment between dialler activity and recovery processes
Additional Role Context
- Managing approximately 7 portfolios
- Supporting 40 to 45 agents
- Working with diallers: Let’s Dial, Euphoria, RealConnect (being phased out)
- Core system: Excalibur 4
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Call Centre Jobs in Gauteng
Call centre positions are a common entry point for many careers in Gauteng, South Africa. Typically, these roles are found across various industries, with the financial services sector and technology industry being particularly prominent employers. Generally, call centres operate on a 24/7 basis to cater to customer inquiries, complaints, and transactions, making it an essential function in today’s service-oriented economy.
When it comes to salary expectations for call centre positions, it’s generally true that entry-level roles can range from R20 000 to R35 000 per annum, with more experienced professionals earning upwards of R50 000. However, salaries can vary significantly depending on factors such as the company size, industry sector, and individual performance. Typically, those with relevant experience or advanced technical skills can command higher salaries.
Common skills required for a call centre role include excellent communication and problem-solving abilities, as well as proficiency in computer applications, particularly software used for customer relationship management. Other essential skills often include time management, adaptability, and emotional intelligence. In addition to these core skills, many employers also look for candidates with experience in sales, customer service, or related fields.
Call centres can be found across various industries, including financial services sector, technology industry, manufacturing sector, and more. The retail and tourism sectors are also significant employers of call centre professionals. Generally, companies operating in the financial services sector require a higher level of technical expertise, while those in the retail sector place greater emphasis on communication and customer service skills.
For those interested in pursuing a career in call centres, there are several opportunities for development and advancement. Typically, many call centres offer training programs to equip employees with additional skills, such as sales or leadership competencies. Experienced professionals can also move into specialist roles, such as quality assurance or team management, or transition into related careers, like account management or business analysis.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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