Dialler Specialist

Join TIH, home to some of South Africa's leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

Plan and execute campaigns within defined timelines, ensuring alignment with
business objectives. Proactively manage campaign data, metrics and contact
strategies to optimise efficiency and maximise the impact across all TIH
campaign types, including sales, collections, retention, service and
administration. Monitor performance in real time, identify and address risks,
provide actionable solutions and escalate issues that may hinder delivery or
outcomes.

Responsibilities

Campaign Strategy and Execution
Contribute to dialler strategy planning to optimise campaign effectiveness and
support business goals. Define campaign outcomes, ensure timely setup aligned to resource capacity, and collaborate with contact centre, workforce, marketing and data science teams. Support new initiatives and special projects to enhance contact outcomes. Lead campaign execution and optimisation, applying analytics to assess performance and improve contact handling. Develop data-driven outbound strategies using segmentation, iteration logic and forecasting, while ensuring compliance and alignment with broader engagement objectives.
 
Dialler Technology Optimisation
Configure and manage predictive, preview and power dialler modes to maximise agent productivity and contact rates while minimising idle time. Continuously monitor performance metrics, such as penetration rates, RPCs and abandonment rates, and make real-time adjustments to pacing, call volumes and agent allocation. Drive innovation by integrating AI-driven routing, call blending and omnichannel capabilities to enhance dialler efficiency and customer engagement.
 
Operations Management
Oversee the health and stability of dialler systems, ensuring optimal
configuration and maximum uptime across platforms. Proactively identify issues once contacts enter Olympus through its life cycle and drive resolution where required. Utilise live dashboards and reporting tools to monitor campaign performance, agent productivity and service levels, making agile adjustments to meet key performance indicators.
  
Operational Compliance
Ensure all dialler activities comply with internal policies, regulatory frameworks
(e.g. POPIA, CPA) and ethical standards. Maintain audit trails, call logs and
system documentation to support governance and risk management. Establish
and uphold governance protocols for outbound campaigns, including approval
workflows, escalation procedures and performance thresholds. Collaborate with compliance and operational teams to embed governance into daily practices and drive accountability across all Dialler touchpoints.
 
Stakeholder Engagement
Build and maintain strong cross-functional relationships with stakeholders across Operations, IT, Compliance and Marketing. Proactively engage to understand priorities and ensure transparent communication around dialler strategies, campaign performance and system enhancements. Foster alignment on business objectives, regulatory standards and continuous improvement initiatives to support collaborative success across the contact centre ecosystem.
 
Project Management
Actively contribute to the planning and execution of dialler-related projects and
initiatives within the contact centre. Support cross-functional collaboration by
providing input on campaign enhancements, system configurations, and
performance optimisation efforts. Assist in coordinating timelines, testing
updates, and implementing changes to dialler settings that improve operational efficiency and customer engagement. Apply a flexible, solutions-oriented approach to adapt to evolving business needs and ensure smooth project delivery
 
Insights and Reporting
Leverage dialler and campaign performance data to uncover trends, anomalies,
and opportunities for improvement. Translate complex analytics into clear,
actionable insights that inform strategic decisions and enhance campaign
effectiveness. Maintain and optimise key dialler KPIs - including contact rates,
agent occupancy, drop rates, and conversion metrics through continuous
monitoring, reporting, and performance tuning to meet evolving business
objectives.
 
Personal Capability Building
Develop own capabilities by participating in assessment and development
planning activities as well as formal and informal training and coaching; gain or
maintain external professional accreditation where relevant to improve
performance and fulfill personal potential. Maintain an in-depth understanding of campaign management, technology, external regulation, and industry best
practices through ongoing education, attending conferences, and reading
specialist media.
 
Performance Management
Support team performance by actively working toward individual goals aligned
with campaign and business objectives. Use performance tracking tools to
monitor personal metrics such as contact rates, talk time, and conversion
outcomes. Take ownership of results by identifying areas for improvement and
applying feedback to enhance efficiency and quality. Collaborate with team leads to ensure alignment with service standards and contribute to a culture of
accountability and continuous improvement.

Education

Grade 12 (Essential); Relevant Degree/Diploma (Advantageous)

Experience

3 or more years' experience in Dialler Management and its various pacing methods (Essential); Knowledge of Diallers (Essential); Knowledge of Operations and Marketing (Advantageous); Short-term Industry experience (Advantageous); Experience in dealing with multiple stakeholders (Advantageous); Connex Dialer Experience (Advantageous).Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.

---