Milton Keynes, United Kingdom | Posted on 26/06/2025
The Dialler Manager is responsible for overseeing and optimising our outbounddialling systems to ensure maximum efficiency for our sales developmentoutbound team. This role involves strategic planning, real-time monitoring,troubleshooting technical issues, and collaborating with key stakeholders toenhance campaign performance while ensuring compliance with regulatoryrequirements. The Dialler Manager plays a crucial role in improvingcontact rates, agent productivity, and overall campaign effectiveness througheffective workforce planning and system management.
Key Responsibilities
· Configure and maintain outbounddialler systems (Predictive, Preview, Power). Monitor real-time diallerperformance, adjusting pacing and algorithms to optimise efficiency. Managesoftware updates, patches, and upgrades, and resolve any dialler-related technicalissues.
· Develop and implement outboundcalling strategies aligned with business objectives. Optimise diallingparameters, lead management strategies, and segment lead lists to improvecontact rates. Manage lead recycling and conduct A/B testing of dialling strategiesto enhance conversion rates. Analyse historical data and trends to refinedialling approaches and improve campaign outcomes.
Performance Monitoring &Reporting:
· Track and report on real-timeKPIs such as call success rates, dropped calls, agent occupancy, and conversionrates. Generate detailed reports on campaign performance and diallereffectiveness. Provide actionable insights and recommendations based on dataanalysis to optimise results. Identify and resolve operational bottlenecksimpacting dialler performance.
Compliance & RiskManagement:
· Ensure outbound diallingactivities comply with relevant regulations (e.g. TCPA, GDPR, DNC, OFCOM).Implement risk minimisation measures, such as call blocking and DNC listcompliance. Stay updated on regulatory changes affecting outbound callingoperations and conduct periodic audits to maintain legal and ethical standards.
Team Coordination & Support:
· Collaborate Sales teams toensure dialler strategies align with overall business goals. Provide trainingand ongoing support to teams using the dialler system. Work closely withmanagement to set clear goals and define success metrics for outbound campaigns.
Real-time Adjustments:
· Make real-time adjustments todialler pacing and strategies based on operational needs and campaignperformance.
Requirements
· 7 + years of experience indialler management or contact centre operations.
· Proficiency with diallertechnologies (ConnexAI, or similar platforms).
· Strong understanding ofpredictive, preview, and power diallers, call centre metrics.
· Experience working with CRM andtelephony integrations.
· Ability to analyse large datasets and interpret them to drive strategic decisions.
· Excellent problem-solving,analytical, and decision-making skills, with the ability to adapt in afast-paced, dynamic environment.
· High attention to detail and aproactive approach to troubleshooting and issue resolution.
· Experience in managing real-timeadjustments to optimise agent performance.
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