Dialler Manager

Introduction

Role Purpose

Serveco Distribution is seeking an experienced Dialler Manager to oversee the performance, configuration and day-to-day management of its outbound call centre dialler environment.

The successful candidate will ensure that campaigns, leads, calling strategies and dialler resources are configured and managed to maximise contact rates, agent productivity and sales performance while maintaining data integrity and regulatory compliance. The Dialler Manager will lead and develop the Dialler Administrator and work closely with Operations, Sales, IT, Quality Assurance and external technology providers.

Extensive hands-on experience managing call centre dialler systems is essential. Experience with QContact will be highly beneficial.

Role Profile

The ideal candidate is a hands-on dialler specialist who combines strong technical knowledge with operational and commercial awareness. They should understand how dialler configuration, lead quality, staffing, contact strategies and agent performance interact and should be capable of converting dialler data into practical actions that improve sales results.

Duties & Responsibilities

Key Responsibilities

Dialler Strategy and Campaign Management

• Develop and implement dialler strategies aligned with operational and sales objectives.

• Configure and manage outbound campaigns, calling lists, lead priorities, filters, recycle rules and contact strategies.

• Determine the appropriate use of preview, progressive, predictive and blended dialling modes.

• Manage campaign pacing to balance contact rates, agent availability, abandoned calls and customer experience.

• Monitor lead penetration, list exhaustion, call outcomes and campaign performance.

• Prioritise new and high-intent leads to reduce the risk of leads becoming cold.

• Test dialler configurations before campaigns or material changes are deployed.

• Continuously improve dialler strategies based on performance data and operational requirements.

Performance Monitoring and Optimisation

• Monitor real-time and historical dialler performance, including:

• Contact and right-party contact rates

• Lead-to-contact and lead-to-sale conversion rates

• Dial attempts and lead penetration

• Agent occupancy, utilisation and idle time

• Abandoned and dropped-call rates

• Answering machine and no-answer rates

• Campaign productivity and sales per agent

• Dialler and telephony availability

• Identify performance trends, bottlenecks and underperforming campaigns.

• Recommend corrective actions to improve contactability, productivity and conversion.

• Produce daily, weekly and monthly performance reports for the Head of Operations and Sales.

• Provide actionable insights rather than only reporting statistics.

• Conduct root-cause investigations into dialler, lead-flow and campaign-performance issues.

Lead and Data Management

• Oversee the accurate loading, allocation, recycling and suppression of lead data.

• Ensure campaign lists are correctly segmented by product, source, age, priority and customer profile.

• Maintain effective duplicate-management and lead-suppression controls.

• Ensure dispositions and outcomes are correctly configured and consistently applied.

• Reconcile leads received, loaded, attempted, contacted and converted.

• Investigate missing leads, incorrect allocations and lead-distribution discrepancies.

• Protect lead and customer data and ensure access is limited to authorised users.

• Maintain appropriate do-not-contact and opt-out controls.

People Management

• Manage, guide and develop the Dialler Administrator.

• Allocate daily tasks and monitor the accuracy and timely completion of work.

• Establish clear performance expectations and service standards.

• Provide coaching and technical training.

• Review the Dialler Administrator’s work and maintain appropriate segregation of duties.

• Develop documented processes and succession capability within the dialler function.

Systems and Vendor Management

• Serve as the operational owner and subject-matter expert for the dialler environment.

• Work closely with internal IT teams and external dialler, CRM, telephony and connectivity providers.

• Log, track and escalate incidents through to resolution.

• Monitor system availability, integration stability and vendor service levels.

• Participate in system upgrades, testing, change control and new campaign implementations.

• Maintain accurate configuration records, process documents and audit trails.

• Ensure changes are authorised, tested and documented before implementation.

• Support the integration of the dialler with CRM, lead-management and reporting platforms.

Stakeholder Management

• Work closely with Sales Managers and Team Managers to align dialler activity with staffing levels and sales targets.

• Collaborate with Quality Assurance and Compliance teams on customer-contact requirements.

• Coordinate with Marketing and Lead Generation teams regarding lead volumes, campaign sources and lead quality.

• Communicate dialler incidents, risks and performance issues clearly to relevant stakeholders.

• Present recommendations and performance insights to the Head of Operations and Sales.

Governance and Compliance

• Ensure dialler practices comply with applicable South African legislation and regulatory requirements, including POPIA, the Consumer Protection Act and direct-marketing opt-out requirements.

• Maintain appropriate controls over customer consent, calling times, suppression lists and data retention.

• Ensure abandoned-call rates and contact strategies remain within approved company and regulatory parameters.

• Maintain user-access controls and support periodic access reviews.

• Provide evidence and reports for internal audits, compliance reviews and investigations.

Technical Knowledge and Skills

• Predictive, progressive, preview and blended dialling strategies.

• Campaign creation, list management, recycling rules and pacing.

• Lead segmentation, prioritisation, suppression and deduplication.

• Dialler dispositions and contact-outcome management.

• Call routing, telephony, SIP and CLI management.

• CRM and dialler integration.

• Real-time monitoring and performance reporting.

• Data analysis and root-cause investigation.

• User-access management and change-control processes.

• Advanced Excel, including pivot tables, lookups and data reconciliation.

• Knowledge of Power BI, SQL or similar reporting tools would be advantageous.

Behavioural Competencies

• Strong analytical and problem-solving ability.

• High attention to detail and accuracy.

• Commercially minded and performance driven.

• Strong planning, prioritisation and organisational skills.

• Confident leadership and people-management ability.

• Clear written and verbal communication.

• Ability to remain calm and decisive during system incidents.

• Strong stakeholder and vendor-management skills.

• Proactive approach to identifying and resolving operational risks.

• High degree of integrity when handling customer and business data.

Desired Experience & Qualification

Minimum Requirements

• Matric/Grade 12.

• Relevant tertiary qualification in Information Technology, Data Analytics, Business Management or a related field would be advantageous.

• At least five years’ experience working extensively with call centre dialler systems.

• At least two years’ experience in a dialler-management, team-lead or senior dialler role.

• Strong experience within a high-volume outbound sales call centre.

• Demonstrated experience configuring and optimising dialler campaigns.

• Strong understanding of call centre operations, lead management, telephony and CRM integration.

• Advanced Microsoft Excel and reporting skills.

• Experience supervising or developing dialler administrators or technical support staff.

• QContact experience will be highly beneficial.

• Experience within financial services or ins