Job Description
About the Role
We are looking for a skilled Predictive Dialler Specialist to manage and optimize outbound and inbound dialling campaigns for a leading banking client. This role is critical in improving contact efficiency, campaign performance, and agent productivity while ensuring strict adherence to banking compliance, data security standards, and customer privacy policies.
Key Responsibilities
- Configure, manage, and optimize predictive dialler campaigns for banking processes such as collections, loans, credit cards, and customer outreach.
- Upload, validate, scrub, and manage customer calling lists in line with bank data security policies.
- Ensure strict adherence to banking compliance and regulatory requirements.
- Monitor and analyze dialler performance metrics including connect rate, abandonment rate, AHT, and agent utilization.
- Manage dialling modes, pacing ratios, retry strategies, call windows, and time-zone restrictions.
- Maintain call recording systems, monitoring processes, and audit trail requirements.
- Troubleshoot dialler configuration, call routing, voice quality, and agent login issues.
- Collaborate with Compliance, IT Security, Operations, and Quality Assurance teams.
- Prepare and present MIS reports, compliance reports, and campaign performance insights.
Requirements
- Hands-on experience with predictive dialler platforms such as Avaya, Genesys, NICE, or similar technologies.
- Strong understanding of banking contact centre operations.
- Knowledge of banking regulatory and compliance requirements.
- Experience handling sensitive financial and customer data.
- Strong analytical, reporting, and documentation skills.
- Excellent communication, troubleshooting, and problem-solving abilities.
Salary & Benefits
(No information is provided in the original job description regarding salary or benefits. Therefore, this section will be skipped.)
Preferred Experience
- 25 years experience as a Dialler Administrator in Banking or Financial Services (Note: This requirement may not be necessary for all candidates)
- Relevant tertiary qualification (Note: This requirement may not be necessary for all candidates)
- Experience with CRM integrations used in banking environments (Note: This requirement may not be necessary for all candidates)
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Banking Jobs in Gauteng
The banking industry in Gauteng, South Africa is a dynamic and growing sector, with a strong demand for skilled professionals. Typically, job seekers in this field can expect to find opportunities across various sectors, including financial services, technology, and manufacturing. Generally, the industry outlook remains positive, with a common expectation of steady growth and expansion.
When it comes to salary expectations, banking positions in Gauteng typically fall within broad ranges, often influenced by factors such as experience, company size, and industry sector. For instance, entry-level positions may start around R400 000 per annum, while senior roles can exceed R800 000. However, please note that these figures are approximate and can vary significantly depending on individual circumstances.
Common skills required for banking roles in Gauteng include proficiency in financial software, strong analytical and problem-solving abilities, excellent communication and interpersonal skills, and a solid understanding of regulatory requirements. Other essential skills often include technical expertise in areas such as accounting, risk management, or compliance. Additionally, many employers place a high value on emotional intelligence, creativity, and adaptability.
The banking industry is commonly found in sectors such as financial services, technology, manufacturing, and corporate finance. Financial services companies, for example, are often major players in the industry, while technology firms may require banking professionals with technical expertise. Manufacturing sector banks also exist, catering to the needs of specific industries.
Career development opportunities abound in the banking industry, with many positions offering clear career progression paths. Typically, entry-level roles can lead to senior management positions or specialized fields such as risk management or compliance. Opportunities for professional development, training, and mentorship are often available within organizations, allowing professionals to build expertise and advance their careers.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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