Dialler Manager

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Job Details

SALARY: UP TO £55,000 PLUS EXCELLENT BENEFITS PACKAGE

My client, a leader in their field, is seeking an experienced Dialler Manager/Specialist.

Location: Milton Keynes / Hybrid Role

The role involves overseeing and optimizing outbound dialling systems to maximize contact centre efficiency. Responsibilities include strategic planning, real-time monitoring, troubleshooting, collaborating with stakeholders, and ensuring compliance with regulations. The aim is to improve contact rates, agent productivity, and campaign effectiveness through effective workforce planning and system management.

Key Responsibilities

1. Configure and maintain outbound dialler systems (Predictive, Preview, Power).
2. Monitor real-time dialler performance and adjust as needed.
3. Manage software updates, patches, and upgrades.
4. Work with IT and vendors to resolve issues and implement enhancements.
5. Develop outbound calling strategies aligned with business goals.
6. Optimize dialling parameters and lead management strategies.
7. Track KPIs and generate performance reports.
8. Ensure compliance with relevant regulations (TCPA, GDPR, DNC, OFCOM).
9. Collaborate with teams to align strategies and provide training.
10. Coordinate workforce planning and make real-time adjustments.

Skills & Qualifications

• 2+ years of experience in dialler management.
• Proficiency with dialler technologies.
• Understanding of call centre metrics and workforce management.
• Experience with CRM and telephony integrations.
• Analytical skills to interpret large data sets.
• Problem-solving and decision-making skills.
• Attention to detail and proactive troubleshooting.
• Experience in workforce planning and real-time adjustments.

Additional Information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Customer Service
• Industry: Telephone Call Centers

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