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Our client is a rapidly growing company in the Eco / enironmental sector. They are looking for an experienced Dialler Manager to optimise outbound and inbound dialling systems to ensure efficiency and performance in their call centre. This role is essintial to driving sales and improving customer service levels. The Dialler Manager will work with cross-functional teams to develop strategic dialler solutions, monitor performance, and implement real-time adjustments to meet company goals. It is essential that the successful candidate has experience working with ConnexAI.
Key Responsibilities:
* Configure and maintain predictive, preview, and power dialler systems.
* Monitor dialler performance, adjusting pacing, algorithms, and settings to optimise efficiency.
* Resolve technical issues alongside IT and Support teams
* Troubleshoot dialler issues and make system adjustments when necessary.
* Develop and implement outbound strategies to align with business goals, optimising dialling, lead management and segmenting leads.
* Conduct testing of dialling strategies to improve contact and conversion outcomes.
* Analyse trends to refine dialling approaches and enhance campaign effectiveness.
* Create lead recycling processes to optimise conversion.
Compliance & Risk Management:
* Ensure all outbound activities comply with relevant regulations
* Implement measures to minimise risk, including call blocking, DNC compliance, and system audits.
* Be the company expert on regulatory changes and perform audits to maintain legal and ethical standards.
Team Coordination & Support:
* Collaborate with IT, Operations, Sales, and Marketing to align dialler strategies.
* Provide training and support to teams using the dialler, ensuring best practices and efficient use.
* Work with management to define success metrics, and targets for outbound campaigns.
Required Skills & Qualifications:
* 3+ years of experience in dialler management or contact centre operations.
* Proficiency with dialler technologies (e.g., ConnexAI, Five9, Noble, Genesys, Aspect, or similar platforms).
* Experience using ConnexAI would definitely be an advantage.
* Experience with CRM and telephony integrations.
* Ability to analyse data sets to assist with strategic decisions and optimisations.
* Excellent problem-solving, analytical, and decision-making skills.
* High attention to detail, particularly in troubleshooting and dialler management.
* Experience with real-time performance adjustments to optimise agent and system performance.
If this sounds like you we would love to discuss this exciting opportunity with you.
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