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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 excellent benefits package.
- 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 skills required.
- Other info: Collaborate with various teams and stay updated on regulatory changes.
The predicted salary is between 39600 - 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 employer: European Compost Network
Contact Detail:
European Compost Network Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Dialler Manager
✨Tip Number 1
Familiarise yourself with the latest dialler technologies and trends. Understanding predictive, preview, and power diallers will give you an edge in discussions during interviews, showcasing your expertise and readiness for the role.
✨Tip Number 2
Network with professionals in the contact centre industry, especially those who have experience in dialler management. Engaging with them on platforms like LinkedIn can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Stay updated on compliance regulations such as TCPA, GDPR, and DNC. Being knowledgeable about these regulations will not only help you in the role but also demonstrate your commitment to ethical practices during the interview process.
✨Tip Number 4
Prepare to discuss specific metrics and KPIs you've worked with in previous roles. Highlighting your ability to analyse data and make strategic decisions based on that analysis will show potential employers that you're results-driven and capable of optimising campaign performance.
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 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. Explain how your skills and experiences align with the role, particularly your experience with predictive, preview, and power diallers, as well as your analytical abilities.
Highlight Relevant Skills: In your application, emphasise your problem-solving and analytical skills, especially your experience with data analysis and workforce planning. Mention any specific metrics you have improved in previous roles to demonstrate your impact.
Showcase Compliance Knowledge: Since compliance is crucial for this role, include any relevant experience you have with regulations such as TCPA, GDPR, and DNC. Discuss how you have implemented risk minimisation measures in past positions to ensure compliance.
How to prepare for a job interview at European Compost Network
✨Know Your Dialler Systems
Make sure you have a solid understanding of the different types of diallers, especially predictive, preview, and power diallers. Be prepared to discuss how you've configured and optimised these systems in your previous roles.
✨Showcase Your Analytical Skills
Be ready to demonstrate your ability to analyse data sets and derive actionable insights. Prepare examples of how your analysis has led to improved campaign performance or operational efficiency in past positions.
✨Understand Compliance Regulations
Familiarise yourself with relevant regulations such as TCPA, GDPR, and DNC. During the interview, highlight your experience ensuring compliance in outbound calling operations and any audits you've conducted.
✨Collaborative Mindset
Emphasise your experience working with cross-functional teams, particularly IT and Operations. Discuss how collaboration has helped you implement successful dialler strategies and resolve technical issues effectively.
