Dialler Manager:
In the capacity of a Dialler Manager, your primary responsibility is to supervise and administer the dialler operations within the organization. You assume a critical role in enhancing the effectiveness and productivity of our clients' campaigns and handling requests for changes within the team. You lead dialler-related projects and maintain frequent meetings with clients to evaluate dialler performance. You have a dedicated team of Dialler Team Leaders and Operators providing support.
- Location: On Site – Diepriver (subject to change as per business requirements)
- Salary: Competitive
Who are the Sigma Family?
💚 At Sigma, we are different and recognised in May 2023 by the Sunday Times as one of the best places to work. Our mission statement is to #ImproveEverythingAlways and at the heart of this is our People. This is why we are looking for amazing individuals to join and work on behalf of our clients to provide high-level customer service across several industries.
What being a part of the Sigma Family means for you!
📈 Career development and opportunities to apply for internal promotions following your probationary period.
🏆 Monthly, Quarterly and Annual awards with marvellous prizes.
💆♀️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.
🌳 Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.
🏡 Working from the comfort of your own home.
📁 Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.
🚗 Transportation Benefits – Accommodate making your travelling journey to work easier with the amazing shuttle services that we offer our employees.
💻 Join communities and collaborate with your colleagues on our internal Social Media platform.
💙 The opportunity to be a part of an equal, diverse and inclusive workplace – all amazing people are welcome in the Sigma Family.
What Your Day-to-Day will Look Like:
💻 As a Dialler Manager, your day-to-day responsibilities are diverse and dynamic. Each morning, you start by analyzing data from the previous day's dialler campaigns, examining key performance indicators, and identifying areas for improvement. You collaborate closely with the team of Dialler Team Operators to ensure that our outbound calling campaigns are running smoothly, agents are adhering to compliance standards, and our dialler system is optimized for maximum efficiency. Throughout the day, you often meet with clients to discuss their campaign requirements, address any change requests, and provide updates on dialler performance.
A significant portion of your time is dedicated to planning and strategizing for upcoming campaigns, which includes selecting target contact lists, setting call pacing parameters, and ensuring all legal and regulatory requirements are met. Troubleshooting and resolving any technical issues with the dialler system is also a part of your daily routine. Ultimately, your role as a Dialler Manager involves a delicate balance between data analysis, client communication, team management, and continuous optimization to ensure successful outbound calling operations.
What Amazing People Will Bring to the Role:
🤩 For this role, you are primarily responsible for the day-to-day maintenance and operation of our Omni-Channel platform. This involves ensuring compliance with regulations like OFCOM, TCF, and DPA. Collaborating with the dialler performance analyst, you help create comprehensive reporting suites to monitor dialler performance on a daily and monthly basis. You closely analyze dialler performance and trends, promptly addressing any issues, understanding their root causes, and implementing necessary changes. Additionally, you develop and implement dialler strategies to enhance business performance, covering aspects such as "Best Time to Call" and dialler optimization.
You also take the lead in onboarding new clients onto our Omni-Channel platform and manage changes to existing campaigns, ensuring thorough testing before going live. As a project lead, you drive innovation and enhancements in our dialler capabilities and chair monthly Dialler Performance Meetings with our clients. Moreover, you focus on team leadership, fostering the growth of Dialler Specialists through clear development plans and promoting continuous improvement in the dialler function. You are also tasked with establishing robust processes for auditing third-party supplier invoices and are dedicated to embodying and promoting Sigma Connected's values as an ambassador within the organization.
These responsibilities collectively make up a significant part of the role, emphasizing the importance of maintaining compliance, driving efficiency and innovation, and nurturing the growth and development of the team while upholding the organization's core values.
Minimum Requirements:
- I have a minimum of 12 months experience in Dialler Team Management and have successfully led highly successful teams in a fast-paced environment.
- I have an excellent working knowledge of Max Contact Dialler or any other Telephony systems.
- I have an excellent knowledge of OFCOM guidelines.
- I have strong communications and relationship building skills, able to inspire and instill confidence in a wide range of audiences.
- I possess excellent presentation skills.
- I have experience of managing multiple contact channels in a Call Centre environment.
Simple and Straight Forward Recruitment.
📩 We don’t see the value in making candidates jump through hoops. Once you’ve sent us your CV, if we think we have a suitable position for you, we’ll contact you for a short telephone conversation. If you seem like a potential new member of the Sigma Family, you will then be invited to one of our Talent Sessions or a 121 interview. And that’s it, if successful you’ll be given a start date and contacted by our amazing onboarding team to get you ready for day 1.
If you like the sound of being part of the Sigma Family then don’t wait and get applying!