Job Description

Truworths Careers – Dialler Manager

Dialler Manager – Truworths Careers

About the Role
Truworths Careers is seeking a strategic and analytical Dialler Manager to take ownership of dialler operations within the call centre environment. This role forms part of the Credit Risk and Analytics team and is responsible for optimizing dialler performance, enhancing outbound and inbound strategies, and leading a team of dialler administrators. The ideal candidate is results-driven, technically strong, and passionate about improving operational efficiency through data-driven decision-making.

Key Responsibilities

• Oversee and manage all dialler activities to ensure optimal operational performance
• Enable effective use of Hosted Contact Centre (HCC) technology and dialler sourcing solutions
• Support the execution of credit risk-driven collection strategies through effective dialler management
• Monitor and evaluate outbound collection and telemarketing strategies, implementing challenger strategies where required
• Optimize customer contact strategies while maintaining inbound and outbound service level targets
• Develop, implement, and maintain operational dashboards to track and report on performance metrics
• Analyse performance data, identify trends, and communicate actionable insights to management
• Create and manage daily outbound campaigns aligned to collections and sales strategies
• Continuously monitor inbound volumes and outbound campaign effectiveness
• Provide daily campaign-level analysis of performance and service levels
• Assist Operations Managers with resource planning to meet efficiency and productivity targets
• Produce ad hoc reports for statistical analysis and provide recommendations to leadership
• Liaise with dialler providers and third-party vendors to enhance system functionality
• Troubleshoot technical system issues and provide ongoing technical support to agents
• Coordinate MIS activities and oversee the development and enhancement of operational reports
• Collaborate with Call Centre Management and Credit Risk teams to develop new calling and treatment strategies

Qualifications and Experience

• Grade 12
• Relevant tertiary qualification advantageous
• 5–7 years’ experience within a call centre environment
• 2–3 years’ proven experience managing dialler systems in inbound and outbound environments
• Strong functional knowledge of outbound dialling systems, preferably including Presence and Tableau Desktop
• Experience with account segmentation, behavioural risk scoring, and calling strategy optimization
• Proven track record in improving performance through dialler process enhancements

Competencies and Skills

• Strong analytical and conceptual thinking abilities
• Excellent communication and presentation skills
• Ability to interpret complex data and provide strategic recommendations
• High attention to detail and results-driven mindset
• Strong collaboration skills with the ability to engage stakeholders at all levels

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