Outbound Dialer, Campaign Optimization Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Oversee and enhance all outbound dialer campaigns.

• Set up and sustain predictive, progressive, and power dialing methodologies.

• Track dialer pacing, dial ratios, and campaign performance throughout the day.

• Optimize agent productive time to engage with customers effectively.

• Detect and resolve inefficiencies, technical issues, and performance bottlenecks related to the dialer.

• Fine-tune dialer settings to achieve a balance between contact rates, agent availability, and call abandonment.

• Direct the allocation, loading, and distribution of leads across various outbound campaigns.

• Create and enhance calling strategies based on lead age, prior call attempts, and historical performance data.

• Set up automated lead recycling and callback schedules.

• Assess calling intervals and retry strategies.

• Prioritize high-value and newly generated leads.

• Manage outbound caller ID numbers and oversee calling number rotation.

• Supervise phone number reputation, spam flags, and potential call blocking issues.

• Investigate and resolve issues related to Hiya, Truecaller, and carrier spam detection.

• Collaborate with telecommunications providers to address caller ID, routing, and deliverability challenges.

• Monitor and enhance lead-to-contact conversion rates.

• Analyze contact rates by campaign, lead source, call attempt, time of day, and phone number.

• Track contact and answer rates, dial attempts per lead, calls per agent per hour, agent occupancy and idle time, as well as abandoned and failed calls, lead penetration rates, and overall campaign performance.

• Conduct regular reviews of campaigns and implement measurable improvements.

• Generate daily and weekly performance reports.

• Monitor dialer dashboards to identify real-time performance changes.

• Analyze lead performance across different providers and campaigns.

• Offer data-driven recommendations to management.

• Keep records of dialer configuration changes and their impact on performance.

• Manage settings for dialer campaigns, user permissions, call dispositions, and operational configurations.

• Troubleshoot connection issues, call routing challenges, and system errors.

• Work collaboratively with dialer providers, VoIP carriers, and technical support teams.

• Ensure dependable dialer operations during Australian business hours.

• Support integrations with CRM, lead providers, and dialers.

• Guarantee compliant calling operations in accordance with Australian telecommunications, privacy, and outbound telemarketing regulations.

⛳️ Requirements

• A minimum of 3–5 years of hands-on experience in managing outbound dialer operations.

• Strong understanding of predictive, progressive, and power dialing systems.

• Demonstrated ability to optimize outbound contact rates and enhance agent productivity.

• Extensive technical expertise with outbound dialer systems.

• Experience in improving campaign performance.

• Familiarity with Australian health insurance dialing strategies.

• Capability to manage outbound caller ID numbers, calling number rotation, phone number reputation, spam flags, and carrier spam detection.

• Experience collaborating with telecommunications providers, VoIP carriers, and technical support teams.

• Ability to assist with CRM, lead provider, and dialer integrations.

• Knowledge of applicable Australian telecommunications, privacy, and outbound telemarketing regulations.

• Availability to work during AU/Australian business hours.

🏝️ Benefits

• Competitive compensation package that reflects your skills and experience.

• Comprehensive HMO coverage, including a free dependent from Day 1.

• Employee referral program with attractive incentives.

• 20 days of annual leave.

• Engaging team activities and events.

• Flexible work environments.

• Opportunities for career growth.

• Supportive leadership.

• Build strong, impactful relationships with key stakeholders across the organization.

• Participate in client engagement initiatives.