Dialler Manager - Outbound BPO

Introduction

The Dialler Manager is responsible for the overall management, optimization, performance, and governance of the outbound dialler environment across iSON Xperiences’ BPO campaigns.

The role is accountable for ensuring that dialler strategies, campaign configurations, lead utilisation, agent availability, contactability, pacing and system performance are aligned to operational and commercial targets.

The Dialler Manager will work closely with Operations, WFM, IT/GNOC, Reporting, Quality Assurance and client-facing teams to maximise agent productivity, improve contact rates and conversion performance, minimise downtime and ensure accurate and timely campaign execution.

Duties & Responsibilities

Dialler Management & Optimisation

Manage the day-to-day operation and performance of the outbound dialler environment.

Configure and optimise dialler campaigns based on campaign objectives, lead volumes, contact strategies, and operational requirements.

Manage predictive, progressive, preview and manual dialling strategies where applicable.

Optimise pacing, abandonment, retry rules, call-back strategies, contact windows, and lead prioritisation.

Monitor dialler utilisation and ensure campaigns are appropriately configured to maximise productive agent time .

Identify opportunities to improve contact rates, talk time, conversion, sales productivity, and revenue per seat.

Ensure dialler configurations are aligned with approved campaign and client requirements.

Manage campaign start-up, ramp-up, changes and closure from a dialler perspective.

Ensure accurate allocation and utilisation of leads across campaigns.

B. Real-Time Monitoring

Monitor dialler performance throughout the operating day.

Track key performance indicators including

Provide real-time visibility to Operations and WFM on dialler performance and constraints.

Campaign & Lead Management

Manage daily lead loading and campaign allocation.

Ensure leads are loaded accurately, timeously, and according to approved campaign rules.

Monitor lead ageing, penetration, and utilization.

Manage lead recycling and disposition strategies.

Ensure exhausted, invalid, duplicate, suppressed, or restricted leads are appropriately managed.

Implement campaign-specific call strategies to maximise lead conversion.

Monitor lead supply against operational capacity.

Highlight potential lead shortages or excess capacity to Operations and clients where applicable.

Operational Performance

Partner with Operations and WFM to align dialler capacity with staffing and campaign requirements.

Ensure dialler settings support daily sales, SPD, conversion, contactability and revenue targets.

Analyse campaign performance and recommend interventions to improve productivity.

Support management in achieving agreed revenue-per-seat and productivity targets.

Identify productivity losses caused by system performance, campaign configuration, lead quality, or operational practices.

Participate in daily operational performance reviews and provide dialler insights.

Support campaign forecasting and capacity planning.

System Performance & Technical Escalations

Take ownership of dialler-related incidents and performance issues.

Work closely with IT, GNOC and technology vendors to resolve system issues.

Monitor system availability and downtime.

Maintain accurate incident logs and track resolution timelines.

Escalate recurring or critical issues to senior management.

Conduct root-cause analysis on recurring dialler failures and recommend permanent corrective actions.

Ensure appropriate testing is completed before production changes are implemented.

Participate in dialler upgrades, enhancements, integrations, and system migrations.

Reporting & Analytics

Develop and maintain daily, weekly, and monthly dialler performance reports.

Provide actionable insights rather than only reporting raw data.

Analyse trends and identify opportunities for improvement.

Produce campaign penetration and lead utilisation reports.

Provide management with visibility of

Dialler performance

Campaign performance

Agent productivity

Lead utilisation

Contactability

System availability

Downtime

Capacity constraints

Ensure reporting is accurate and submitted within agreed deadlines.

Support client reporting and business reviews with relevant dialler data and insights.

Compliance & Governance

Ensure dialler operations comply with applicable South African legislation, company policies, and client requirements.

Ensure approved calling windows and campaign-specific contact rules are adhered to.

Ensure Do Not Call, suppression and other applicable exclusion requirements are correctly implemented.

Maintain appropriate audit trails for dialler configuration changes.

Ensure access to dialler systems is controlled and aligned to user responsibilities.

Maintain proper documentation of campaign configurations and change requests.

Support internal, client and compliance audits when required.

Team Leadership

Lead, coach, and develop the Dialler team.

Establish clear performance standards and accountability.

Allocate responsibilities and manage workload across the team.

Conduct regular performance reviews and provide coaching.

Build technical and analytical capability within the team.

Ensure adequate operational coverage during business hours.

Promote a proactive, service-oriented, and performance-driven culture.

Ensure team members follow established processes, controls, and escalation procedures.

Desired Experience & Qualification

Required Qualifications

Grade 12 / Matric.

Relevant diploma or degree in Information Technology, Operations Management, Business Management, Analytics, or a related field will be advantageous.

Relevant dialler, workforce management, or contact centre certification will be advantageous.

Experience Required

Minimum 5 years’ experience in a contact centre / BPO environment.

Minimum 3 years’ experience managing an outbound dialler environment.

Previous experience in a Dialler Manager, Dialler Lead, Dialler Specialist, or similar management role.

Strong experience with high-volume outbound campaigns.

Experience working with predictive/progressive diallers.

Experience managing multiple campaigns and different client requirements.

Experience working with WFM, Operations, IT and Reporting teams.

Experience in troubleshooting dialler and telephony issues.

Experience analysing campaign and operational performance data.

Experience managing technology vendors and escalations will be advantageous.

Technical Skills

The successful candidate should have strong knowledge of

Outbound dialler technology

Predictive and progressive dialling

Campaign configuration

Lead management

Lead recycling and penetration

Call routing and disposition management

Call-back management

Contact centre telephony

Real-time monitoring

Campaign analytics

Workforce management principles

SQL and/or database reporting will be advantageous

Advanced Microsoft Excel

Reporting and dashboard tools

Basic networking and telephony concepts

Incident and problem management

Experience with Connex or similar enterprise outbound dialler platforms will be highly advantageous.

Package & Remuneration

Market Related