Sales Fuel is a specialist marketing agency focused on lead generation for the home improvement market. We work with a range of clients to deliver high-quality, sales-ready leads through data-driven outbound campaigns.
We’re looking for an experienced Dialler Manager to own and optimise our outbound and inbound dialling operations. You’ll be responsible for ensuring our campaigns are efficient, compliant, and high-performing – directly impacting revenue and client results.
Key Responsibilities
* Configure and maintain outbound dialler systems (Predictive, Preview, Power).
* Monitor real-time dialler performance, adjusting pacing and algorithms to maximise efficiency.
* Oversee software updates, patches, and upgrades, resolving any dialler-related technical issues.
* Develop and implement outbound calling strategies aligned with Sales Fuel’s commercial objectives and client KPIs.
* Optimise dialling parameters and lead management strategies; segment lead lists to improve contact and conversion rates.
* Manage lead recycling and run A/B tests on dialling strategies to continually enhance results.
* Use historical data and trends to refine dialling approaches and improve campaign outcomes.
Performance Monitoring & Reporting
* Track and report on real-time KPIs such as contact rates, dropped calls, agent occupancy, and conversion rates.
* Produce detailed campaign and dialler performance reports for internal stakeholders and, where required, clients.
* Provide clear, data-driven recommendations to improve performance.
* Identify and address operational bottlenecks affecting dialler effectiveness.
Compliance & Risk Management
* Ensure all outbound dialling activities comply with relevant regulations (e.g. TCPA, GDPR, DNC, OFCOM).
* Implement and maintain controls such as call blocking, DNC list management, and consent management.
* Stay current with regulatory changes and conduct periodic audits to ensure ongoing compliance.
Team Coordination & Support
* Work closely with Sales, Operations, and Account Management teams to ensure dialler strategies support wider business and client goals.
* Provide training, guidance, and ongoing support to teams using the dialler system.
* Support management in setting clear goals and success metrics for outbound campaigns.
* Extensive experience in dialler management and/or contact centre operations.
* Hands-on experience with both Connex and Athena AI dialling systems.
* Strong experience with CRM and telephony integrations.
* Deep understanding of predictive, preview, and power diallers, and core call centre metrics.
* Strong analytical skills with the ability to work with large data sets and translate insights into action.
* Excellent problem-solving and decision-making skills, comfortable in a fast-paced, dynamic environment.
* Proven experience making real-time adjustments to optimise agent and campaign performance.
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