Dialler Operator
On-siteCape Town, Western Cape, South Africa
Job Summary
Execute outbound dialling strategies for UK-based clients by managing SMS, email, and IVR campaigns while ensuring full OFCOM regulatory compliance. Monitor live campaign performance in real-time, adjust tactics to maximize connects and conversions, and document results with actionable insights. Analyze list saturation and performance data to refine targeting and support revenue outcomes. Collaborate with stakeholders to align strategy with team goals, maintain daily QA checks on recall rules and CLI usage, and escalate technical issues promptly. Produce weekly updates on key KPIs including RPC, conversion, and drop rates.
Required Qualifications
- 1–2 years' experience in a Dialler role supporting campaigns
- solid and extensive understanding of the OFCOM regulations
- Strong knowledge of dialler systems such as MaxContact (or similar) and understand how to apply outbound strategies like predictive, preview, and progressive dialling
- Possess a solid understanding of OFCOM regulations and ensure outbound contact compliance in your approach
- Confident in manipulating data within Excel and interpreting campaign reports
- logical and analytical thinker who is able to problem solve and write clear specifications for new work requests
- amazing attention to detail, producing accurate output in a timely manner
- Excellent written and verbal communication skills
- Independently, manage your time effectively, and respond to real-time challenges with urgency
- Operate with a strong customer-first mindset and understand sales behaviours within outbound teams
- Experience working with Salesforce or integrated CRM-dialler platforms
- Background in sales or customer acquisition environments
- Familiar with key contact centre metrics such as RPC, Conversion, Lead Penetration, and Attempt-to-Contact Rates
- UK consumer behaviour and apply call-time optimisation strategies to refine contact approaches and enhance performance
Desired Qualifications
- Advanced Excel skills
- You take on a proactive approach to driving various outputs
- Thrive in fast-paced, target-driven environments where priorities can shift quickly
- You have amazing attention to detail, producing accurate output in a timely manner
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