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DIALLER MANAGER
LOCATION: MILTON KEYNES / HYBRID ROLE
SALARY: UP TO £55,000 PLUS EXCELLENT BENEFITS PACKAGE
My client, a leader in their field is seeking an experienced Dialler Manager/Specialist.
The role can be offered on a Hybrid basis.
The Dialler Manager is responsible for overseeing and optimising outbound dialling systems to ensure maximum efficiency for a large contact centre.. This role involves strategic planning, real-time monitoring, troubleshooting technical issues, and collaborating with key stakeholders to enhance campaign performance while ensuring compliance with regulatory requirements. The Dialler Manager plays a crucial role in improving contact rates, agent productivity, and overall campaign effectiveness through effective workforce planning and system management.
Key Responsibilities:
Configure and maintain outbound dialler systems (Predictive, Preview, Power). Monitor real-time dialler performance, adjusting pacing and algorithms to optimise efficiency. Manage software updates, patches, and upgrades, and resolve any dialler-related technical issues. Work closely with IT dept and external vendors to address system outages and implement system enhancements.
Develop and implement outbound calling strategies aligned with business objectives. Optimise dialling parameters, lead management strategies, and segment lead lists to improve contact rates.
Track real-time KPIs such as call success rates, dropped calls, agent occupancy, and conversion rates. Generate detailed reports on campaign performance and dialler effectiveness. Provide actionable insights and recommendations based on data analysis to optimise results. Identify and resolve operational bottlenecks impacting dialler performance.
Ensure outbound dialling activities comply with relevant regulations (e.g. TCPA, GDPR, DNC, OFCOM). Implement risk minimisation measures, such as call blocking and DNC list compliance. Stay updated on regulatory changes affecting outbound calling operations and conduct periodic audits to maintain legal and ethical standards.
Collaborate with IT, Operations, and Sales teams to ensure dialler strategies align with overall business goals. Provide training and ongoing support to teams using the dialler system. Work closely with management to set clear goals and define success metrics for outbound campaigns.
Coordinate workforce planning efforts to align staffing levels with dialling requirements and ensure agents are efficiently utilised. Make real-time adjustments to dialler pacing and strategies based on operational needs and campaign performance.
Skills & Qualifications:
- 2+ years of experience in dialler management
- Proficiency with dialler technologies preferably
- Strong understanding of predictive, preview, and power diallers, call centre metrics, and workforce management.
- Experience working with CRM and telephony integrations.
- Ability to analyse large data sets and interpret them to drive strategic decisions.
- Excellent problem-solving, analytical, and decision-making skills, with the ability to adapt in a fast-paced, dynamic environment.
- High attention to detail and a proactive approach to troubleshooting and issue resolution.
- Experience in workforce planning and managing real-time adjustments to optimise agent performance.
