Western Cape: Data & Dialler Analyst posted by SA Commercial (Pty) Ltd

• Dialler Management
• Administer, monitor, and optimize outbound dialler campaigns to ensure maximum efficiency and contact rates.
• Manage campaign strategies, filters, and pacing to align with operational goals.
• Monitor performance intraday and make real-time adjustments to reduce downtime and improve outcomes.
• Maintain dialler compliance with Ofcom, GDPR, MCA/Opta and industry regulations.

Data Analysis & Reporting

• Extract, manipulate, and analyze operational data using SQL and other reporting tools.
• Produce accurate and timely MI reports and dashboards for senior stakeholders.
• Identify performance trends and provide actionable insights to improve contact strategy and agent efficiency.
• Maintain data quality standards and ensure robust audit trails.
• Collaboration & Stakeholder Support
• Partner with Operations to deliver campaign insight and performance reviews.
• Support Compliance and Risk teams with evidence and data for audits.
• Liaise with IT and third-party vendors to ensure dialler stability and resolve issues quickly.
• Continuous Improvement
• Identify and implement process improvements to enhance campaign efficiency and reporting accuracy.
• Support automation and innovation in dialler and reporting processes.
• Contribute to wider workforce optimization initiatives.

This list is not exhaustive, and you will be expected to undertake any other duties that are assigned in-line with the level of the role.
Experience and Qualifications

• Proven experience in dialler management and outbound campaign optimization.
• Strong SQL and data manipulation skills.
• Experience creating and maintaining MI/BI reports and dashboards.
• Knowledge of dialler compliance frameworks, NL MCA/Opta, UK Ofcom, EU GDPR, UK ICO.
• Strong analytical and problem-solving ability with attention to detail.

Useful Experience:

• Previous experience in a contact centre, financial services, or regulated environment.
• Familiarity with predictive/progressive dialler systems.
• Exposure to workforce planning or operational analytics.