Job Description

Truworths Careers – Dialler Manager

Dialler Manager – Truworths Careers

About the Program
Truworths is seeking a highly skilled Dialler Manager to lead the strategic management of dialler activities within our Credit Risk and Analytics team. This role is ideal for a dynamic professional who thrives in optimizing call centre operations, driving performance, and implementing innovative solutions to enhance efficiency and results.

Key Responsibilities

• Take ownership of the strategic management of dialler activities and continually seek improvements in processes and solutions.
• Manage a team of dialler administrators, ensuring optimal performance and alignment with business objectives.
• Enable effective use of Hosted Contact Centre (HCC) technology and related dialler systems.
• Monitor and optimize outbound collection and telemarketing strategies, implementing challenger strategies where appropriate.
• Ensure customer contact effectiveness while meeting inbound and outbound targets and service level agreements.
• Develop, implement, and analyze dashboards and reports to monitor operational performance and identify trends.
• Create daily outbound calling campaigns aligned with departmental collections and telemarketing strategies.
• Coordinate with Operations Managers for resource planning to meet efficiency targets.
• Produce ad hoc reports, analyze dialler metrics, and provide actionable recommendations to leadership.
• Communicate effectively with all levels of management and technical teams regarding dialler functionality and performance.
• Partner with Call Centre Management and Credit Risk teams to refine calling and treatment strategies.
• Liaise with third-party dialler providers to maximize system functionality and identify strategic enhancements.
• Provide technical support to agents, troubleshoot system issues, and maintain ongoing updates.
• Coordinate all MIS activities and collaborate with process owners to design, develop, and implement operational reports.

Qualifications and Experience

• Grade 12; relevant tertiary qualification advantageous.
• 5 to 7 years’ experience in a call centre environment, including 2 to 3 years managing dialler systems in inbound and outbound operations.
• Extensive knowledge of outbound dialling systems, preferably Presence and Tableau Desktop technology.
• Operational experience with account segmentation, behavioural risk scoring, and calling strategies.
• Proven ability to drive performance through dialler process enhancements.

Competencies

• Strong analytical skills and conceptual thinking.
• Excellent communication and presentation skills.
• Ability to lead teams, manage complex processes, and deliver results in a fast-paced environment.

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