Data & Dialler Analyst

1 week ago

Cape Town, South Africa SA Commercial (Pty) Ltd Full time

Key Duties & ResponsibilitiesDialler ManagementAdminister, 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 & ReportingExtract, 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 SupportPartner 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 ImprovementIdentify 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 QualificationsProven 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.Job Type: Full-timeWork Location: In person

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