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Dialler Manager
ATM Group
- Leicester, England, United Kingdom
- Leicester, England, United Kingdom
About
ATM Group is a global business committed to redefining service standards in a saturated industry. Driven by entrepreneurial spirit and supported by our communities, we focus on creating genuine partnerships with our clients to deliver outstanding service and tangible ROI. We pride ourselves on a different approach that challenges the status quo.
*Summary*
We are seeking a Dialler Manager to join our team in our Leicester Office UK. This pivotal role offers an exciting opportunity to lead our dialler operations, ensuring efficiency and excellence in client service. As a Dialler Manager, you will play a key part in supporting our mission to provide superior customer engagement solutions.
*Key Responsibilities*
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.
Operational Oversight *Oversee dialler operations for all teams in the Group, 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.*
Reporting & Analytics *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.*
Compliance & Governance *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.
Team Leadership & Development *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.*
Key Skills & Competencies *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.
Qualifications & Experience *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 experience advantageous.*
If you are ready to lead innovative dialler solutions and make a significant impact within a dynamic organisation, we invite you to bring your expertise to ATM Group. Join us in shaping the future of customer engagement—your leadership can drive real change.
Job Types: Full-time, Permanent
Pay: £70,000.00-£80,000.00 per year
Benefits:
* Company pension
* On-site parking
* Private medical insurance
* Referral programme
Ability to commute/relocate:
* Leicester: reliably commute or plan to relocate before starting work (required)
Experience:
* Dialler Management: 5 years (required)
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Leicester
Languages
- English
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