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- Tasks: Lead and optimise outbound dialling systems for a busy contact centre.
- Company: Join a leading company in the industry with a strong reputation.
- Benefits: Enjoy a hybrid work model and an attractive salary package up to £55,000.
- Why this job: Make a real impact on campaign performance while working in a dynamic environment.
- Qualifications: 2+ years in dialler management with strong analytical and problem-solving skills required.
- Other info: Collaborate with various teams and stay updated on regulatory changes.
The predicted salary is between 42000 - 66000 £ per year.
My client, a leader in their field, is seeking an experienced Dialler Manager/Specialist. The role can be offered on a Hybrid basis. The Dialler Manager is responsible for overseeing and optimising outbound dialling systems to ensure maximum efficiency for a large contact centre. This role involves strategic planning, real-time monitoring, troubleshooting technical issues, and collaborating with key stakeholders to enhance campaign performance while ensuring compliance with regulatory requirements. The Dialler Manager plays a crucial role in improving contact rates, agent productivity, and overall campaign effectiveness through effective workforce planning and system management.
Key Responsibilities:
- 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.
- Work closely with IT dept and external vendors to address system outages and implement system enhancements.
- Develop and implement outbound calling strategies aligned with business objectives.
- Optimise dialling parameters, lead management strategies, and segment lead lists to improve contact rates.
- Track 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.
- 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.
- Collaborate with IT, Operations, and 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.
- Coordinate workforce planning efforts to align staffing levels with dialling requirements and ensure agents are efficiently utilised.
- Make real-time adjustments to dialler pacing and strategies based on operational needs and campaign performance.
Skills & Qualifications:
- 2+ years of experience in dialler management.
- Proficiency with dialler technologies preferably.
- Strong understanding of predictive, preview, and power diallers, call centre metrics, and workforce management.
- 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.
- High attention to detail and a proactive approach to troubleshooting and issue resolution.
- Experience in workforce planning and managing real-time adjustments to optimise agent performance.
Dialler Manager in Birmingham employer: CCR RECRUITMENT SERVICES LTD
Contact Detail:
CCR RECRUITMENT SERVICES LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Dialler Manager in Birmingham
✨Tip Number 1
Familiarise yourself with the specific dialler technologies mentioned in the job description. Understanding predictive, preview, and power diallers will give you an edge during discussions with our team.
✨Tip Number 2
Brush up on your knowledge of call centre metrics and workforce management. Being able to discuss how you can optimise agent performance and improve contact rates will demonstrate your expertise.
✨Tip Number 3
Prepare to showcase your problem-solving skills by thinking of examples where you've successfully resolved technical issues or improved dialler performance in previous roles.
✨Tip Number 4
Stay updated on regulatory requirements like TCPA and GDPR. Showing that you understand compliance will reassure us that you can manage outbound calling activities responsibly.
We think you need these skills to ace Dialler Manager in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in dialler management and showcases your proficiency with dialler technologies. Use specific examples that demonstrate your ability to optimise outbound dialling systems and improve campaign performance.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities outlined in the job description. Emphasise your strategic planning skills, experience with real-time monitoring, and your ability to collaborate with stakeholders to enhance campaign effectiveness.
Showcase Your Analytical Skills: In your application, provide examples of how you've used data analysis to drive strategic decisions in previous roles. Highlight any experience you have with tracking KPIs and generating reports on campaign performance.
Highlight Compliance Knowledge: Demonstrate your understanding of relevant regulations such as TCPA, GDPR, and DNC. Mention any experience you have in implementing compliance measures and conducting audits to maintain legal standards in outbound calling operations.
How to prepare for a job interview at CCR RECRUITMENT SERVICES LTD
✨Know Your Dialler Systems
Make sure you have a solid understanding of the different types of diallers, such as predictive, preview, and power diallers. Be prepared to discuss how you've optimised these systems in previous roles and any specific strategies you've implemented to enhance performance.
✨Showcase Your Analytical Skills
Since the role involves analysing large data sets, be ready to demonstrate your analytical skills. Bring examples of how you've used data to drive decisions in past positions, particularly in improving call success rates or agent productivity.
✨Understand Compliance Regulations
Familiarise yourself with relevant regulations like TCPA, GDPR, and DNC. Be prepared to discuss how you've ensured compliance in previous roles and any measures you've implemented to mitigate risks associated with outbound calling.
✨Prepare for Real-Time Problem Solving
The role requires quick thinking and problem-solving skills. Think of scenarios where you've had to troubleshoot technical issues or make real-time adjustments to dialler settings. Be ready to share these experiences and how they positively impacted campaign performance.
