VICIdial Operator

About the role

We are looking for an experienced VICIdial Operator to manage and optimise our dialler campaigns. You will be responsible for real‑time monitoring, data analysis and ensuring the contact centre meets its KPI targets.

Key responsibilities

• Implement and manage daily VICIdial campaigns aligned with business strategy.
• Optimise dialler settings to maximise productivity and KPI performance.
• Perform system audits, analyse functionality and drive continuous improvements.
• Produce scheduled and ad‑hoc reports for stakeholders.
• Monitor campaigns in real‑time, recommend adjustments and track agent utilisation.
• Coordinate testing before system changes and resolve issues promptly.
• Liaise with business clients, IT teams and vendors to ensure full system functionality.
• Create and maintain dialler processes, documentation and administrative support.

Required profile

• Matric (Grade 12) or equivalent.
• Minimum 3 years’ experience working with VICIdial.
• Experience managing multiple dialler campaigns in a sales or financial services environment.
• Strong analytical, problem‑solving and communication skills.
• Ability to work independently under pressure.

Required skills

• VICIdial
• SQL / database querying
• Microsoft SQL Server (2008 and above)
• Opengate
• Avaya systems