Manager - IT Dialer

Company Overview

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Campaign Strategy & Performance Management
• Manage end-to-end dialer operations across multiple client campaigns.
• Design, implement, and continuously optimise dialer strategies to maximise operational results.
• Configure and manage predictive, progressive, preview, and blended dialer campaigns.
• Monitor campaign performance in real time and make immediate adjustments to improve outcomes.
• Analyse campaign results and implement strategies to improve:
o Contact rates o Conversion rates o Right party contact rates o Agent occupancy o Productivity o Revenue or sales outcomes
• Ensure campaigns achieve all client-defined KPIs and service levels.

Lead Management & Optimisation
• Own the lead management lifecycle from ingestion through final disposition.
• Develop lead segmentation, prioritisation, and targeting strategies.
• Ensure optimal lead utilisation and minimise lead wastage.
• Monitor lead penetration rates, ageing, recycling, and callback effectiveness.

Create and manage contact strategies that maximise conversion while maintaining compliance requirements.
• Work closely with client and operations teams to align lead allocation with business objectives.
• Continuously review lead quality and provide recommendations to improve campaign performance.

SLA & Client Performance Management
• Ensure all campaigns consistently meet contractual client SLAs and operational commitments.
• Monitor daily, weekly, and monthly KPI achievement.
• Identify risks that could impact service levels and take proactive corrective actions.
• Present campaign performance, insights, trends, and improvement plans during client reviews.
• Act as a point of escalation for campaign performance issues.

Data Analytics & Reporting
• Develop dashboards and reports that provide actionable insights to stakeholders.
• Analyse key metrics including:
o Call attempts o Connect rates o Conversion rates o Lead utilisation o Agent productivity o Occupancy o Abandonment rates o Campaign profitability
• Identify performance trends and opportunities for optimisation.
• Deliver regular performance reviews with recommendations for continuous improvement.

Dialer Administration & Configuration
• Configure campaign parameters, pacing, schedules, retry logic, and calling windows.
• Maintain campaign rules, contact strategies, and dialing priorities.
• Ensure accurate implementation of client requirements and business rules.
• Monitor dialer availability and coordinate with IT teams to resolve issues.
• Partner with Telecom, Workforce Management, and Reporting teams to improve campaign efficiency.

Compliance & Governance
• Ensure compliance with all applicable regulatory and client requirements.
• Monitor adherence to internal dialing standards and operational controls.
• Ensure Do Not Call (DNC) management processes are followed.
• Conduct regular audits of campaign settings, lead management practices, and reporting accuracy.

Required Skills & Experience
Experience
• 5+ years of experience in outbound contact centre operations, dialer management, or campaign strategy.
• 3+ years managing large-scale outbound campaigns.
• Experience supporting multiple clients and business verticals.
• Proven track record of improving operational performance through dialer optimisation.
Technical Skills
• Strong experience with dialer platforms such as:
o Acqueon o Five9 o Bright Pattern o NICE CXone o Genesys o Cisco Outbound Dialer
• Advanced Microsoft Excel skills.
• Strong reporting and analytics capability.
• Working knowledge of SQL and data analysis tools preferred.
• Experience with CRM platforms such as Salesforce, Zendesk, Oracle, or Microsoft Dynamics preferred.
Core Competencies
• Campaign optimisation
• Lead management strategy
• Data analysis and interpretation
• Client relationship management
• SLA management
• Workforce planning awareness
• Problem solving and decision making
• Stakeholder management
• Process improvement
• Strong verbal and written communication

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.