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Dailler Manager
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General Details
Description
Key Responsibilities
Dialler & Systems Management
Dialler & Systems Management
- Configure, monitor, and optimise predictive, progressive, and preview dialler campaigns.
- Maintain and manage our dialler platform and support in the use of client platforms.
- Analyse contact strategies and list management to ensure efficient data utilisation and right-party contact optimisation.
- Collaborate with IT to maintain system integrity, data flow, and integration with CRM and reporting tools.
- Oversee dialler operations for teams in South Africa, the UK, and the Netherlands, ensuring alignment of performance standards and compliance frameworks.
- Work closely with operations managers, workforce planning, and quality assurance to maximise productivity and conversion rates.
- Provide real-time campaign performance monitoring, troubleshooting, and issue resolution.
- Produce daily, weekly, and monthly reports on campaign performance, contact rates, and agent productivity.
- Use data-driven insights to recommend strategy adjustments and improve KPIs (e.g. contact rate, conversion, occupancy).
- Forecast and model dialler activity to support capacity planning and resource allocation.
- Ensure dialler operations adhere to all regulatory and compliance standards, including GDPR, Ofcom regulations (UK), and local data protection laws.
- Implement controls to prevent misuse of data and maintain customer confidentiality.
- Lead and support a team of Dialler Analysts across regions.
- Provide coaching, training, and performance reviews to ensure consistent technical and operational excellence.
- Foster collaboration between international teams, sharing best practices and driving standardisation.
- Strong understanding of outbound/inbound dialler technologies and campaign management.
- Proficiency with dialler platforms (e.g. Noble, Genesys Cloud, Aspect, or similar).
- Excellent analytical, problem-solving, and decision-making skills.
- Familiarity with data protection and telecommunications compliance requirements (GDPR, Ofcom, CPA, etc.).
- Strong communication and stakeholder management skills across international teams.
- Ability to work in a fast-paced, high-performance environment with minimal supervision.
- Minimum 5 years experience managing dialler systems within a BPO or large-scale contact centre environment.
- Experience overseeing multi-country operations preferred.
- Advanced Excel and reporting capability; SQL or BI tool experie
https://www.jobplacements.com/Jobs/D/Dailler-Manager-1242962-Job-Search-11-27-2025-10-15-51-AM.asp?sid=gumtree
Id Subtitle 1344921346
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Key Duties & ResponsibilitiesDialler ManagementAdminister, monitor, and optimize outbound dialler campaigns to ensure maximum efficiency and contact rates.Manage campaign strategies, filters, and pacing to align with operational goals.Monitor performance intraday and make real-time adjustments to reduce downtime and improve outcomes.Maintain dialler compliance with Ofcom, GDPR, MCA/Opta and industry regulations.Data Analysis & ReportingExtract, manipulate, and analyze operational data using SQL and other reporting tools.Produce accurate and timely MI reports and dashboards for senior stakeholders.Identify performance trends and provide actionable insights to improve contact strategy and agent efficiency.Maintain data quality standards and ensure robust audit trails.Collaboration & Stakeholder SupportPartner with Operations to deliver campaign insight and performance reviews.Support Compliance and Risk teams with evidence and data for audits.Liaise with IT and third-party vendors to ensure dialler stability and resolve issues quickly.Continuous ImprovementIdentify and implement process improvements to enhance campaign efficiency and reporting accuracy.Support automation and innovation in dialler and reporting processes.Contribute to wider workforce optimization initiatives.This list is not exhaustive, and you will be expected to undertake any other duties that are assigned in-line with the level of the role.Experience and QualificationsProven experience in dialler management and outbound campaign optimization.Strong SQL and data manipulation skills.Experience creating and maintaining MI/BI reports and dashboards.Knowledge of dialler compliance frameworks, NL MCA/Opta, UK Ofcom, EU GDPR, UK ICO.Strong analytical and problem-solving ability with attention to detail.Useful Experience:Previous experience in a contact centre, financial services, or regulated environment.Familiarity with predictive/progressive dialler systems.Exposure to workforce planning or operational analytics.Job Type: Full-timeWork Location: In person
https://www.executiveplacements.com/Jobs/D/Data--Dialler-Analyst-1242961-Job-Search-11-27-2025-10-15-51-AM.asp?sid=gumtree
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