Dialler Operator

📍 Cape Town

Lead. Inspire. Deliver Results.

This is an exciting opportunity for a Dialler Operator to support Contact Centre operations for UK-based clients through effective dialler management, campaign optimisation, performance monitoring and regulatory compliance. 

This is an opportunity to join an award-winning business where your contribution will directly support operational success, operations engagement, and client growth.

Why Sigma?

For four consecutive years, Sigma has been recognised by the Sunday Times Best Places to Work, voted for by our people. We believe in #ImproveEverythingAlways and create an environment where ambitious leaders can thrive, grow and make a real impact.

What you'll get

📈 Career development and opportunities to apply for internal promotions following your probationary period.

🏆 Monthly, Quarterly and Annual awards with marvelous prizes.

💆‍♀️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

🌳 Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

📁 Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover.

🍕 Fuel Up & Connect - Our Food Trucks are here with healthy bites and comfort treats to keep you energized and smiling all day!

💅 💪 Pamper Yourself - Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey!

💖 Your Health Matters - We have a nurse on-site to assist with any female health-related queries, support when you need it most.

🤓 Your Vision, Our Mission, All Done Where You Work - We’re bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience!

🚗 Transportation Benefits – Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.

💻 Join communities and collaborate with your colleagues on our internal Social Media platform.

💙 The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.

What Your Day-to-Day Will Look Like:

You are responsible for executing the outbound dialling strategy, optimising campaign performance, and ensuring full regulatory compliance. Your role includes building and managing campaigns, monitoring real-time performance, producing actionable insights and support the team in achieving overall success.

You'll:

• Manage outbound Dialler campaigns with a focus on effectiveness and efficiency. Review control outputs daily and investigate any defects identified.
• Monitor live campaign performance, identifying gaps and making on-the-spot adjustments to maximise connects and conversions Document the results and provide analysis around my findings.
• Analyse list performance and saturation, you help support more precise campaign targeting and drive revenue outcomes.
• Work closely with Stakeholders to align the dialling strategy with team goals and recommend data priorities based on campaign readiness.
• Support is essential in achieving penetration rate targets, connect rate goals, and improvements in RPC through proactive dialling tactics.

Who We're Looking For:

A Dialler Dialler Operator will be responsible for:

• SMS, email, and IVR campaigns using external tools, ensuring all content aligns with UK regulatory compliance (e.g., OFCOM).
• Routine QA checks are part of your role, including recall rules, agent wrap times, and CLI usage.
• Collaborate with the MI/Reporting team to maintain visibility of key KPIs like RPC, Conversion, Connect, Drop %, and Sales per Hour.
• Regular daily and weekly updates to stakeholders keep them informed on campaign performance and adherence to strategy.
• Engage in continuous improvement initiatives to increase contact rates and reduce dialler waste, while also completing documentation, audits, and change logs in line with governance standards.
• Compliance, Continuous Improvement, and technical teams to escalate and resolve issues promptly.

You'll ideally bring:

• Advanced Excel skills.
• 1–2 years’ experience in a Dialler role supporting campaigns You have a solid and extensive understanding of the OFCOM regulations
• Strong knowledge of dialler systems such as MaxContact (or similar) and understand how to apply outbound strategies like predictive, preview, and progressive dialling
• Possess a solid understanding of OFCOM regulations and ensure outbound contact compliance in your approach You take on a proactive approach to driving various outputs
• Confident in manipulating data within Excel and interpreting campaign reports You are a logical and analytical thinker who is able to problem solve and write clear specifications for new work requests.
• Thrive in fast-paced, target-driven environments where priorities can shift quickly You have amazing attention to detail, producing accurate output in a timely manner
• Excellent written and verbal communication skills
• Independently, manage your time effectively, and respond to real-time challenges with urgency
• Operate with a strong customer-first mindset and understand sales behaviours within outbound teams
• Experience working with Salesforce or integrated CRM-dialler platforms
• Background in sales or customer acquisition environments
• Familiar with key contact centre metrics such as RPC, Conversion, Lead Penetration, and Attempt-to-Contact Rates
• UK consumer behaviour and apply call-time optimisation strategies to refine contact approaches and enhance performance

Why This Role?

This isn't just another dialler position.

It's an opportunity, shape strategy, influence business decisions, and make a significant commercial impact within one of South Africa's most exciting BPO businesses.

If you're ready to take ownership, drive performance and build something exceptional, we'd love to hear from you.

Join the Sigma Family.

📩 Apply today and help us #ImproveEverythingAlways.