Dialer Administrator – Truworths Careers

Job Description

Truworths is seeking a Dialer Administrator to manage and optimize the day-to-day operations of our inbound and outbound dialer campaigns. The ideal candidate is proactive, data-driven, and committed to improving efficiency and campaign performance while providing actionable insights to the business.

Key Responsibilities

Dialer Optimization

• Manage dialer campaigns in line with strategic objectives

• Develop and execute dialer strategies across multiple decision areas

• Monitor daily dialer performance, identify trends, and resolve issues quickly

• Apply data-driven problem solving to reduce downtime and improve efficiency

• Prepare and share clear reports translating numbers into actionable insights

Operational Support

• Monitor campaign activity to ensure objectives are achieved and detect anomalies

• Liaise with operations to highlight campaign or agent behavior irregularities

• Generate accurate daily, weekly, and monthly reports on campaigns, agents, and call center results

• Use data and process audits to identify gaps, test solutions, and recommend improvements

• Collaborate with cross-functional teams to implement process improvements

• Troubleshoot and escalate issues promptly, ensuring relevant stakeholders are informed

Business & Risk Strategy

• Collaborate with stakeholders to achieve KPIs

• Analyze campaign and customer data to identify performance patterns and adjust strategies

• Conduct thorough testing to ensure systems and processes function as intended

• Document system enhancements, changes, and process or system defects

Qualifications and Experience

• Grade 12; relevant tertiary qualification advantageous

• 3–5 years’ experience in retail, telecommunications, or financial services

• Proven experience improving performance through system process enhancements and strategy implementation

• SQL or SAS experience advantageous

Competencies

• Advanced Excel skills

• Strong communication and interpersonal skills

• Excellent problem-solving abilities

• High attention to detail

• Strong organizational skills

• Adaptability and ability to collaborate in a fast-paced environment

• Data analysis proficiency