Job Description

The Dialler Strategy 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 Strategy 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 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.
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Requirements

3+ 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.
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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