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.