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- Tasks: Lead and optimise our outbound dialling systems for maximum sales efficiency.
- Company: Join a dynamic team focused on enhancing campaign performance and compliance.
- Benefits: Enjoy competitive salary, generous holiday, gym passes, and exciting incentives.
- Why this job: Be part of a crucial role that drives success and improves agent productivity.
- Qualifications: 7+ years in dialler management; expertise in dialler technologies and data analysis required.
- Other info: Opportunity for real-time adjustments and collaboration with sales teams.
The predicted salary is between 30000 - 42000 £ per year.
The Dialler Manager is responsible for overseeing and optimising our outbound dialling systems to ensure maximum efficiency for our sales development outbound team. 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
- 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 with 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.
- Real-time Adjustments: Make real-time adjustments to dialler pacing and strategies based on operational needs and campaign performance.
Requirements
- 7+ years of experience in dialler management or contact centre operations.
- Proficiency with dialler technologies (ConnexAI, or similar platforms).
- 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.
- High attention to detail and a proactive approach to troubleshooting and issue resolution.
- Experience in managing real-time adjustments to optimise agent performance.
Benefits
- £37,500 - £40,000 per annum
- 25 Days Holiday plus Bank Holidays
- Regular incentives, including overseas trips
- Free CreatePay rewards access
- Free Gym passes
- Free Annual BUPA Health Check
Dialler Manager employer: CreatePay
Contact Detail:
CreatePay Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Dialler Manager
✨Tip Number 1
Familiarise yourself with the specific dialler technologies mentioned in the job description, like ConnexAI. Having hands-on experience or knowledge about these platforms can set you apart during discussions.
✨Tip Number 2
Stay updated on the latest regulations affecting outbound calling, such as TCPA and GDPR. Demonstrating your understanding of compliance will show that you are proactive and responsible, which is crucial for this role.
✨Tip Number 3
Prepare to discuss your experience with real-time monitoring and adjustments in dialler performance. Be ready to share specific examples of how you've optimised agent productivity and campaign effectiveness in previous roles.
✨Tip Number 4
Network with professionals in the contact centre industry, especially those who have worked with dialler systems. Engaging in conversations can provide insights and potentially lead to referrals that could help you land the job.
We think you need these skills to ace Dialler Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in dialler management and contact centre operations. Emphasise your proficiency with dialler technologies and any specific achievements related to campaign optimisation.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and how your skills align with the responsibilities outlined in the job description. Mention specific examples of how you've improved dialler performance or compliance in previous roles.
Highlight Key Skills: In your application, clearly outline your analytical skills, problem-solving abilities, and experience with real-time adjustments in dialler systems. Use bullet points for clarity and impact.
Showcase Compliance Knowledge: Demonstrate your understanding of relevant regulations such as TCPA, GDPR, and DNC. Include any experience you have with compliance audits or risk management strategies in your application.
How to prepare for a job interview at CreatePay
✨Know Your Dialler Systems
Familiarise yourself with the specific dialler technologies mentioned in the job description, such as ConnexAI. Be prepared to discuss your experience with predictive, preview, and power diallers, and how you've optimised their performance in previous roles.
✨Showcase Your Analytical Skills
Prepare to demonstrate your ability to analyse large data sets and derive actionable insights. Bring examples of how you've used data to improve campaign outcomes or resolve operational bottlenecks in past positions.
✨Understand Compliance Requirements
Brush up on relevant regulations like TCPA, GDPR, and DNC. Be ready to discuss how you've ensured compliance in your previous roles and any strategies you've implemented to mitigate risks associated with outbound calling.
✨Emphasise Team Collaboration
Highlight your experience working with sales teams and other stakeholders. Discuss how you've aligned dialler strategies with business goals and provided training or support to enhance team performance.
