SCP SECURITY SERVICES

Job Overview
We are seeking a skilled and detail-oriented Vici Dialler Administrator to join our Sales team. The successful candidate will be responsible for the day-to-day administration, monitoring, and optimisation of the dialler system to ensure maximum call centre performance and efficiency.
This role requires strong analytical ability, real-time decision-making, and experience working within a fast-paced contact centre environment.
Key Responsibilities
Operational &amp; System Monitoring
<ul>
<li>Manage and implement daily dialler campaigns in line with business strategies</li>
<li>Optimise dialler settings to maximise call centre productivity and KPI performance</li>
<li>Conduct system audits and analyse dialler performance</li>
<li>Continuously improve processes, reporting, and system efficiency</li>
<li>Generate scheduled and ad-hoc reports for stakeholders</li>
</ul>
Agent Performance Monitoring
<ul>
<li>Monitor agent activity in real-time to ensure optimal productivity</li>
<li>Analyse campaign performance and adjust dialling strategies accordingly</li>
<li>Track KPIs and provide insights and recommendations</li>
<li>Identify and resolve operational issues impacting performance</li>
</ul>
Technical Coordination &amp; Testing
<ul>
<li>Coordinate system testing before production rollout</li>
<li>Work closely with business clients and IT teams to implement dialler strategy changes</li>
<li>Troubleshoot system issues with IT and vendors</li>
<li>Perform data analysis and support system enhancements</li>
<li>Utilise SQL and database knowledge where required</li>
</ul>
Reporting &amp; Administration
<ul>
<li>Develop and maintain documentation for dialler processes and procedures</li>
<li>Provide ongoing reporting support to management and stakeholders</li>
</ul>
Minimum Requirements
<ul>
<li>Matric (Grade 12)</li>
<li>Minimum 3 years’ experience working with Vicidial</li>
<li>Experience managing multiple campaigns</li>
<li>Strong data analysis and reporting experience</li>
<li>Experience in a sales or financial services environment</li>
<li>Experience working with external service providers</li>
</ul>
Advantageous
<ul>
<li>IT Degree/Diploma or relevant qualification</li>
<li>Knowledge of contact centre systems (e.g., Opengate, Avaya)</li>
<li>SQL experience (Microsoft SQL 2008+)</li>
</ul>
Key Skills &amp; Competencies
<ul>
<li>Strong analytical and problem-solving skills</li>
<li>Excellent communication (written and verbal)</li>
<li>High attention to detail</li>
<li>Strong organisational and time management skills</li>
<li>Ability to work independently and under pressure</li>
</ul>
Personal Attributes
<ul>
<li>Self-motivated and proactive</li>
<li>Honest, reliable, and hardworking</li>
<li>Ability to perform in a high-pressure environment</li>
</ul>
Pay: R15&nbsp;000,00 - R20&nbsp;000,00 per month
Work Location: In person

VICI Dialler Operator

VICI Dialler Operator

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