We are looking for a skilled Predictive Dialler Specialist to manage and optimize outbound and inbound dialling campaigns. This role is critical in improving contact efficiency, campaign performance, and agent productivity while ensuring strict adherence to banking compliance, data security standards, and customer privacy policies.

Key Responsibilities

Configure, manage, and optimize predictive dialler campaigns for banking processes such as collections, loans, credit cards, and customer outreach
Upload, validate, scrub, and manage customer calling lists in line with bank data security policies
Ensure strict adherence to banking compliance and regulatory requirements
Monitor and analyze dialler performance metrics including connect rate, abandonment rate, AHT, and agent utilization
Manage dialling modes, pacing ratios, retry strategies, call windows, and time-zone restrictions
Maintain call recording systems, monitoring processes, and audit trail requirements
Troubleshoot dialler configuration, call routing, voice quality, and agent login issues
Collaborate with Compliance, IT Security, Operations, and Quality Assurance teams
Prepare and present MIS reports, compliance reports, and campaign performance insights

Required Skills & Qualifications

Hands-on experience with predictive dialler platforms such as Avaya, Genesys, NICE, or similar technologies
Strong understanding of banking contact centre operations
Knowledge of banking regulatory and compliance requirements
Experience handling sensitive financial and customer data
Strong analytical, reporting, and documentation skills
Excellent communication, troubleshooting, and problem-solving abilities

Preferred Experience

2–5 years’ experience as a Dialler Administrator in Banking or Financial Services
Relevant tertiary qualification
Experience with CRM integrations used in banking environments

Compliance & Data Security

Strict adherence to bank information security policies
Zero tolerance for data leakage or unauthorized access
Maintain audit readiness for dialler configurations, call logs, and recordings