Support Optimization Administrator at Virgin Active

Job Title: | Support Optimization Administrator |
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Date: | Closing Date: 22 August 2025 |
Location: | Cape Town, Western Cape |
Company: | Virgin Active South Africa (Pty) Ltd |
Support Optimization Administrator at Virgin Active
Introduction
If you’re passionate about wellness, technology, and data, this is your opportunity to join Virgin Active as a Support Optimization Administrator in Cape Town. In this role, you will help ensure a seamless experience for members across Virgin Active’s contact centre by supporting dialler operations and delivering data-driven insights that improve productivity and service quality.
About the Role
As a Support Optimization Administrator, you will play a vital part in the operations of Virgin Active’s Central Sales division. This includes monitoring and managing outbound and inbound dialler systems, providing ongoing tech support, and producing detailed reports on campaign and agent performance. Your insights and technical skills will help drive improvements and efficiencies throughout the contact centre.
Key Responsibilities
- Monitor and assist with the daily performance of the dialler systems.
- Support campaign setup and troubleshoot system issues.
- Ensure compliance with regulations like GDPR and TCPA.
- Develop, maintain, and automate performance reports.
- Interpret data to identify trends and opportunities for improvement.
- Collaborate with departments including QA, Workforce Planning, and IT.
- Conduct data audits to ensure quality and accuracy.
- Document processes and contribute to system enhancements.
Who Should Apply
This role is perfect for someone who enjoys working with data, systems, and teams to solve problems. You’ll thrive here if you’re detail-oriented, tech-savvy, and passionate about continuous improvement in a fast-paced environment.
Skills & Requirements
- Matric or equivalent qualification.
- Experience in a contact centre environment (especially with dialler systems).
- Proficiency in reporting tools like Excel, Power BI, or Tableau.
- Strong understanding of call centre KPIs.
- Technical aptitude and problem-solving skills.
- Experience with data extraction, transformation, and CRM tools.
- Knowledge of compliance standards for outbound calls.
- Excellent time management and multitasking abilities.
- Effective communication and stakeholder management skills.
Benefits
- Be part of a brand that values holistic wellness—physical, mental, and social.
- Work in a luxury wellness environment that promotes personal growth.
- Collaborate with a supportive team that embraces diversity and inclusion.
- Opportunities for learning, development, and continuous improvement.
Key Performance Indicators
- Dialler Optimization Score: Measures overall dialler effectiveness.
- RPC Optimization: Tracks successful connections with intended recipients.
- Data Penetration Rate: Evaluates how well data lists are utilized.
- Resolution Time: Average time to resolve support requests.
- Report Accuracy Rate: Percentage of error-free reports delivered.
- On-Time Report Delivery: Timely submission of scheduled reports.
How to Apply
To apply for this exciting opportunity at Virgin Active, visit the official careers page or follow the job listing on trusted job portals. Make sure to submit your updated CV before the closing date on 22 August 2025.
Closing
Virgin Active is more than just a gym—it’s a place where transformation begins. If you’re ready to be part of a team that helps others live better, healthier lives while growing your own skills in technology and data, this Support Optimization Administrator role is for you. Don’t miss out—apply today and start your wellness journey with Virgin Active.
Apply Now