Dialer Specialist

National Debt Advisors, an award winning Debt Counselling company based in the City of Cape Town is on the lookout for a diligent and experienced Dialer Specialist. The Dialer Specialist will be responsible for overseeing our dialer/telecoms system, This role requires a proactive individual with a strong technical background, excellent organizational skills, and the ability to work effectively in a fast-paced contact center environment. The Dialer Specialist will ensure smooth system operation, monitor performance, and implement strategies to improve productivity and compliance.

**Duties/Responsibilities**:

- To manage all outbound and inbound administration functions on the telephony platform
- Liaise with IT for fault resolution and new implementations.
- Serve as first line support for any dialer issues
- Develop and execute dialer strategies in tandem with Business Intelligence Manager
- Collate and present dialer and CRM results to Mid - Senior Stakeholders
- Ensure dialer execution is aligned to all business unit KPI’s
- Automate data loading within the dialer
- Facilitate operational Tableau reporting linked to dialer performance and CRM
- Drive innovation and strategy on the current dialer platform
- Real time analysis of dialer campaigns
- Identify and communicate any data anomalies or agent behavior issues
- Drive dialer metrics (Answer Rate/ RPC Rate) to influence conversion to sales.
- Manage Omni Channel Communication channels and flows within dialer platform (Tickets, WhatsApp, SMS)
- Run A/B test on contact strategies

**Experience required**:

- 3-4 years’ experience as a Dialer Specialist
- 3-4 years' Experience with Vicci platform or similar dialer platform
- Experience managing multiple campaigns
- Experience in working with data (SQL) and producing analytical reporting
- Experience working with Tableau or similar data visualization tools
- Minimum 3 years' experience within a Debt Collection/Debt Review/Sales / Financial Services environment where multiple products/campaigns are managed.

**Software/Programs**:

- Vicci dialer /dialer platform
- Excel (Intermediate - Advanced)
- Tableau/similar visualization tool
- SQL (Advantageous)
- WhatsApp for Business

**Qualification**:

- Grade 12 NSC
- That you have read and understood our POPI Policy.
- That you have no objection to us retaining your personal information in our database for future matching.
- Should suitable opportunities arise we will contact you and request your consent to submit your CV to a specific client for a specific purpose.
- That the information you have provided to us is true, correct and up to date.

**Experience**:

- Dialler Administrator: 3 years (preferred)
- Connex One platform or similar dialler platform: 3 years (preferred)