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Key ResponsibilitiesDialler & Systems ManagementConfigure, monitor, and optimise predictive, progressive, and preview dialler campaigns.Maintain and manage our dialler platform and support in the use of client platforms.Analyse contact strategies and list management to ensure efficient data utilisation and right-party contact optimisation.Collaborate with IT to maintain system integrity, data flow, and integration with CRM and reporting tools.Operational OversightOversee dialler operations for teams in South Africa, the UK, and the Netherlands, ensuring alignment of performance standards and compliance frameworks.Work closely with operations managers, workforce planning, and quality assurance to maximise productivity and conversion rates.Provide real-time campaign performance monitoring, troubleshooting, and issue resolution.Reporting & AnalyticsProduce daily, weekly, and monthly reports on campaign performance, contact rates, and agent productivity.Use data-driven insights to recommend strategy adjustments and improve KPIs (e.g. contact rate, conversion, occupancy).Forecast and model dialler activity to support capacity planning and resource allocation.Compliance & GovernanceEnsure dialler operations adhere to all regulatory and compliance standards, including GDPR, Ofcom regulations (UK), and local data protection laws.Implement controls to prevent misuse of data and maintain customer confidentiality.Team Leadership & DevelopmentLead and support a team of Dialler Analysts across regions.Provide coaching, training, and performance reviews to ensure consistent technical and operational excellence.Foster collaboration between international teams, sharing best practices and driving standardisation.Key Skills & CompetenciesStrong understanding of outbound/inbound dialler technologies and campaign management.Proficiency with dialler platforms (e.g. Noble, Genesys Cloud, Aspect, or similar).Excellent analytical, problem-solving, and decision-making skills.Familiarity with data protection and telecommunications compliance requirements (GDPR, Ofcom, CPA, etc.).Strong communication and stakeholder management skills across international teams.Ability to work in a fast-paced, high-performance environment with minimal supervision.Qualifications & ExperienceMinimum 5 years experience managing dialler systems within a BPO or large-scale contact centre environment.Experience overseeing multi-country operations preferred.Advanced Excel and reporting capability; SQL or BI tool experie
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