Careers at Symbos

Optimise call centre operations and drive efficiency with Symbos.

Symbos is expanding and looking for a Workforce Management Analyst (Dialer) to join our team. If you have a knack for data analysis, system management, and process improvement in a contact centre environment, this is your chance to make a real impact.

What will you do?

• Operate and optimise dialler systems, ensuring efficient call flow and minimal downtime
• Analyse performance data to identify trends, issues, and opportunities for improvement
• Implement workforce management methods, set up new agents, and maintain agent schedules
• Monitor and report on utilisation, adherence, and campaign management to business stakeholders
• Lead dialler initiatives to improve connect and Right Party Contact (RPC) rates
• Troubleshoot technical issues in real time, collaborating with IT support and internal teams
• Manage vendor relationships and ensure systems are updated to meet operational needs
• Generate detailed reports on system performance, campaign results, and team productivity
• Provide actionable insights to senior management for resource allocation and operational changes
• Ensure compliance with industry regulations and company policies
• Advocate for best practices in dialler and workforce management, staying informed of industry trends

What do you need to succeed?

• Degree in a relevant field (e.g., Information Technology, Business Administration) preferred
• Extensive knowledge of dialler and workforce management systems, plus regulatory guidelines
• Proven experience in dialler management or workforce planning in a contact centre environment
• Demonstrated capability in data analysis and applying insights to operational improvements
• Technical proficiency, influential skills, analytical skills, strong communication, problem solving, and adaptability

Why Symbos?

At Symbos, you’ll be part of a team that values operational excellence, collaboration, and continuous improvement. We offer opportunities to work with leading-edge technologies and support your professional growth in a dynamic environment.

Ready to optimise and innovate? Apply now and help us connect, engage, and succeed.