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- Tasks: Lead and optimise outbound dialling systems for a busy contact centre.
- Company: Join a top player in the industry, known for innovation and excellence.
- Benefits: Enjoy a hybrid work model and an attractive salary package with great perks.
- 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.
LOCATION: MILTON KEYNES / HYBRID ROLE
SALARY: UP TO £55,000 PLUS EXCELLENT BENEFITS PACKAGE
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 Milton Keynes 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 Milton Keynes
✨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 interviews, as you'll be able to discuss how you've used these systems effectively in the past.
✨Tip Number 2
Stay updated on the latest regulations affecting outbound calling operations, such as TCPA and GDPR. Being knowledgeable about compliance will not only help you in the role but also demonstrate your commitment to ethical practices during the interview process.
✨Tip Number 3
Prepare to discuss your experience with real-time monitoring and adjustments of dialler performance. Think of specific examples where you've optimised efficiency or resolved technical issues, as this will showcase your problem-solving skills and adaptability.
✨Tip Number 4
Network with professionals in the contact centre industry, especially those who have experience in dialler management. Engaging with others can provide insights into best practices and may even lead to referrals, increasing your chances of landing the job with us.
We think you need these skills to ace Dialler Manager in Milton Keynes
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in dialler management and any specific technologies you've worked with. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the dialler systems and your strategic approach to optimising outbound calling. Mention specific achievements or projects that align with the responsibilities outlined in the job description.
Highlight Relevant Skills: In your application, emphasise your proficiency with dialler technologies and your experience in workforce planning. Be sure to mention your analytical skills and ability to interpret data, as these are crucial for the role.
Showcase Compliance Knowledge: Demonstrate your understanding of regulatory requirements such as TCPA, GDPR, and DNC. Mention any experience you have in ensuring compliance within outbound calling operations, as this is a key responsibility of the Dialler Manager.
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 configured and optimised these systems in previous roles, as this will show your expertise and relevance to the position.
✨Demonstrate Data Analysis Skills
Since the role involves analysing large data sets to drive strategic decisions, be ready to share examples of how you've used data to improve campaign performance. Highlight specific KPIs you've tracked and how your insights led to actionable changes.
✨Showcase Problem-Solving Abilities
Prepare to discuss past experiences where you've encountered technical issues with dialler systems. Explain how you approached troubleshooting and what steps you took to resolve the problems, demonstrating your analytical and decision-making skills.
✨Understand Compliance Regulations
Familiarise yourself with relevant regulations such as TCPA, GDPR, and DNC. Be ready to talk about how you've ensured compliance in previous roles and any measures you've implemented to minimise risks associated with outbound calling.
