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.