Job Description
Dialler Manager
Salary: £40,000+
Location: Hyde, Greater Manchester
Welcome to Project Better Energy, the home of Project Solar UK, Project EV, and Project CÜRV, leveraging over a decade of industry experience to provide only the best renewable energy solutions for our commercial clients.
Project Solar UK have installed over 50,000 Solar PV and Battery installations nationwide and saved over 150,000+ tonnes of carbon, helping to spearhead the clean energy revolution and drive the UK to a carbon neutral future.
We are actively seeking an experienced Dialler Manager to lead and optimise our outbound & inbound dialling system, ensuring maximum efficiency and performance for our centre teams. This role is crucial to driving sales growth and improving customer service while maintaining regulatory compliance.
Key Responsibilities:
Dialler System Management:
* 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.
Campaign Strategy & Optimisation:
* Develop and implement outbound calling strategies aligned with business objectives.
* Optimise dialling parameters, lead management strategies, and segment lead lists to improve contact rates.
* Manage lead recycling and conduct A/B testing of dialling strategies to enhance conversion rates.
* Analyse historical data and trends to refine dialling approaches and improve campaign outcomes.
Performance Monitoring & Reporting:
* Track and report on 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.
Compliance & Risk Management:
* 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.
Team Coordination & Support:
* Collaborate 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.
Essential criteria:
* Extensive experience in dialler management or contact centre operations.
* Proficiency with ConnexAI
* Experience with CRM and telephony integrations.
* Strong understanding of predictive, preview, and power diallers, call centre metrics.
* 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.
* Experience in managing real-time adjustments to optimise agent performance.
Benefits:
25 days holiday+ bank holidays
Private health insurance (including dental)
Pension contributions
Death in service
Annual social events
Free parking