Dialler Specialist and Resource Planner

About the role

Liberty's Dialler/Workforce team in Roodepoort, Gauteng, is looking for a specialist who balances workforce capacity with customer demand. The role covers resource forecasting, consultant scheduling, and system administration of dialler and CRM systems so that outbound communications run smoothly and meet service level agreements.

Key responsibilities

• Develop accurate resource forecasts from business needs and historical data, and create and manage consultant schedules.
• Administer dialler and CRM systems, including campaign setups, system integrity and troubleshooting.
• Monitor system performance, analyse data for trends and inefficiencies, and generate regular reports on KPIs, dialler activity and workforce productivity.
• Manage consultant access and permissions to telephony and dialler systems.
• Support outbound communication campaigns using calling, SMS and iDialler functionality.

Required profile

• Tertiary qualification, ideally a first degree in Information Studies or a related field.
• 3 to 5 years of direct experience in a dialler environment, covering campaign management (calling, SMS, iDialler, ISMS and Blaster).
• Proven data analytics and stakeholder management skills.
• Behavioural competencies: embracing change, generating ideas, making decisions and providing insights.

Required skills

• Advanced Excel.
• SAS (coding and forecasting).
• Python is beneficial; Connex AI, Calabrio, AWS, Salesforce and Power BI are highly advantageous.