Closing Date: 22 August 2025
Location: Cape Town, Western Cape, South Africa
Company: Virgin Active South Africa (Pty) Ltd
Job Details
Division: Contact Centre
Business Unit: Central Sales
Job Type: Permanent
Minimum Experience: Mid-Senior
Industry: Health, Wellness and Fitness
Functional Area: Information Technology
Job Description
Virgin Active’s purpose is to change people’s lives for the better through wellness. We create spaces where members can focus on their physical, mental, and social well-being. Our luxury wellness environments support personal growth, community, and transformation through authentic experiences, holistic health, and inclusive communities.
As a Support Optimization Administrator, you will play a vital role in ensuring uninterrupted access to our contact centre systems, optimizing campaign execution, and equipping stakeholders with actionable insights. Working closely with the Optimization Analyst and Operations teams, you will support dialler operations, produce accurate performance reports, and drive productivity improvements.
Key Responsibilities
Dialler Support
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Monitor and manage daily dialler performance
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Assist with campaign setup, changes, and troubleshooting
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Ensure compliance with regulatory dialing rules (TCPA, GDPR)
Reporting & Analytics
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Develop and automate reports on dialler performance, agent productivity, and call outcomes
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Deliver daily, weekly, and monthly performance reports
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Analyse data to identify trends and improvements
Stakeholder Support
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Respond to ad-hoc data requests from Operations, QA, and Workforce Planning
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Provide insights to improve contact rates, agent utilization, and campaign outcomes
Data Quality & System Integrity
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Monitor accuracy and integrity of dialler and reporting systems
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Conduct audits of campaign configurations and data flows
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Collaborate with IT/BI teams to resolve system and data issues
Process Improvement
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Enhance reporting capabilities and dialler efficiency
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Document processes and system configurations
Minimum Requirements
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Matric or equivalent qualification
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Experience in a Contact Centre (preferably with dialler exposure)
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Proficiency in reporting tools (Excel, Power BI, Tableau)
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Strong analytical and problem-solving skills
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Knowledge of dialler systems and call centre KPIs
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Excellent communication and stakeholder management skills
Preferred Skills
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Experience with data extraction and transformation
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Knowledge of workforce management or CRM systems
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Familiarity with compliance standards for outbound dialing
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Technical aptitude and adaptability
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Strong time management and multitasking skills
Key Performance Indicators (KPIs)
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Dialler Optimization Score (contact rate, abandon rate, idle time)
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RPC Optimization (right-party contact rate)
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Data Penetration Rate (effectiveness of call lists)
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Resolution Time for support requests
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Report Accuracy Rate and On-Time Delivery