Predictive Dialler Specialist (Hands-On Campaign Manager) — Banking Contact Centre

Location: Johannesburg
Employment Type: Permanent
Industry: Banking / Financial Services

About the Role

Our client in the banking sector is seeking a highly experienced, hands-on Predictive Dialler Specialist who has actively worked on the contact-centre floor managing live outbound campaigns.

This is not a back-office or purely technical role. The successful candidate must have direct operational experience supporting agents in real time, optimizing campaign performance, and driving productivity during live calling operations.

You will play a critical role in maximizing contact rates, improving agent efficiency, and ensuring compliance with strict banking regulations while working closely with operations teams on the floor.

Key Responsibilities

• Configure, launch, and actively manage predictive dialler campaigns in a live contact-centre environment

• Work directly with team leaders and agents on the floor to optimize campaign performance in real time

• Adjust pacing, dialling modes, retries, and call strategies to meet operational targets

• Monitor live metrics such as connect rate, abandonment rate, AHT, RPC, and agent productivity

• Troubleshoot issues impacting campaign performance, agent connectivity, or call quality

• Upload, scrub, segment, and manage calling lists in line with data security policies

• Support outbound collections, sales, or customer outreach campaigns within banking operations

• Ensure strict adherence to regulatory, compliance, and privacy requirements

• Produce performance reports and provide recommendations to improve results

• Coordinate with IT, Quality Assurance, Compliance, and Operations teams

Minimum Requirements

• Proven hands-on experience managing predictive dialler campaigns on the contact-centre floor

• Experience working in a banking or financial services contact centre

• Strong operational understanding of outbound calling environments

• Experience optimizing live campaigns to improve agent productivity and contact rates

• Knowledge of compliance requirements related to customer data and banking regulations

• Ability to work in a fast-paced, high-pressure environment

Technical Skills

• Hands-on experience with predictive dialler platforms such as:

  • Avaya

  • Genesys

  • NICE

  • Or similar enterprise dialler systems

• Strong understanding of dialling strategies, pacing ratios, and campaign controls

• Experience working with CRM integrations and customer databases