Support Optimization Administrator

Our purpose is to change people’s lives for the better through wellness. We are passionate about supporting people to lead healthy fulfilled lives by providing a space where they can focus on their physical, mental and social well-being.

Our mission is to create an environment where wellness works for everyone. At Virgin Active wellness is not just about fitness- it’s about creating real experiences that support members in their holistic health journey. We provide a luxury wellness environment that fosters personal growth, community, and transformation. Our approach is accessible, inclusive, and built on the foundation of social wellness.

Our wellness offering is built on core pillars which define who we are and how we deliver on our promise:

• Refreshing Real Experiences: Authentic, engaging experiences that inspire lasting wellness.
• Holistic Wellness: A comprehensive approach integrating fitness, mental health, nutrition, and recovery.
• Curated Guidance and Progress: Personalized coaching and programs to support sustainable progress.
• Communities Without Conformity: Diverse, welcoming environments where everyone feels empowered.

As a Support Optimization Administrator, you play a vital role in supporting members on their holistic wellness journey by ensuring uninterrupted access to our luxury wellness environments. Every interaction is an opportunity to inspire and empower members to take ownership of their wellness, while fostering a culture of trust, understanding, and transformation.

The Support optimization Administrator is responsible for ensuring the effective operation of outbound and inbound dialler systems, providing technology support, and delivering detailed performance and operational reports. This role is key to optimizing campaign execution and equipping stakeholders with actionable insights through accurate and timely reporting. The Specialist collaborates closely with the Optimization Analyst and Operations teams to drive data-informed decisions and enhance productivity across the contact centre.

A day in the life of a Support Optimization Administrator...

Dialler Support:

• Assist in monitoring and managing daily dialler performance.
• Support dialler administrators with campaign setup, changes, and troubleshooting.
• Ensure accurate contact strategy execution and compliance with regulatory dialing rules (e.g. TCPA, GDPR).

Reporting & Analytics:

• Develop, maintain, and automate reports related to dialler performance, agent productivity, campaign results, and call outcomes.
• Generate daily, weekly, and monthly operational performance reports.
• Interpret data to identify trends, variances, and potential operational improvements.

Stakeholder Support:

• Respond to ad-hoc data requests from Operations, QA, Workforce Planning, and other departments.
• Provide insights and recommendations to improve contact rates, agent utilization, and campaign success.

Data Quality & System Integrity:

• Monitor data accuracy and integrity across dialler and reporting systems.
• Perform regular audits of campaign configuration and data flows.
• Collaborate with IT or BI teams to resolve system or data issues.

Process Improvement:

• Participate in initiatives to enhance reporting capabilities and dialler efficiency.
• Document processes, reporting logic, and system configuration.

We can’t live without…

• Matric or equivalent qualification
• Experience in a Contact Center environment (ideally with dialler exposure).
• Proficiency in reporting tools (e.g. Excel, Power BI, Tableau).
• Strong analytical and problem-solving skills.
• Working knowledge of dialler systems
• Understanding call center KPIs and metrics.
• Excellent communication and stakeholder management skills.

We’d like you to have…

• Experience with data extraction and transformation.
• Familiarity with workforce management or CRM systems.
• Knowledge of compliance standards for outbound dialing
• Attention to detail
• Analytical thinking
• Time management and multitasking
• Technical aptitude
• Stakeholder communication
• Adaptability and continuous learning

We’d love you to have…

• Good knowledge of relevant computer programs (e.g., CRM software) and telephone systems

What success looks like Key Performance Indicators KPIs…

KPI’s:

Dialler Performance KPIs

• Dialler Optimization Score - Composite score combining contact rate, abandon rate, and agent idle time.
• RPC Optimization - measures how often your outbound calls reach the intended recipient (the "right party")
• Data Penetration Rate- Helps assess how well the data lists are being worked.

Continuous Improvement & Support KPIs

• Resolution Time - How long does it take on average to handle support requests end to end.

Reporting & Data KPIs

• Report Accuracy Rate - % of reports delivered without errors or discrepancies.
• On-Time Report Delivery - % of recurring reports delivered by the required deadline.
• Living the Virgin Values