Dialler Manager

Job Title: Dialler Manager

Department: Operations / IT / Performance

Reports to: Head of Operations / Operations Manager

Location: Newcastle upon Tyne (On-Site Full Time)

Hours: Flexible between 9 and 7 (business‑led) and every other Saturday 10 - 3pm.

Role Purpose

The Dialler Manager plays a critical role in maximising sales performance, productivity and regulatory compliance across all outbound and inbound campaigns. Acting as the key link between Operations, Senior Leadership and Clients, the role is accountable for dialler strategy, data utilisation, connectivity performance and risk management.

The Dialler Manager uses insight, analysis and commercial judgement to balance productivity with compliance, ensuring dialling activity is effective, sustainable and fully aligned with regulatory and legal obligations including OFCOM, DPA and FCA requirements.

Key Accountabilities

Dialler Strategy & Performance

• Own and deliver dialler strategy across multiple inbound and outbound campaigns.
• Optimise connectivity, talk time, idle time and penetration rates to maximise commercial performance.
• Design and implement effective dialling strategies that support sales targets while managing operational and regulatory risk.
• Lead the creation, development and optimisation of new campaigns, pacing and call strategies.

Data, Insight & Reporting

• Produce daily, weekly and campaign‑level performance reporting covering productivity, adherence, penetration and outcomes.
• Analyse data files, contact rates and call performance to inform tactical and strategic decisions.
• Translate complex data into clear, actionable insight for Operations Managers, Senior Managers and Team Leaders.
• Present recommendations for dialler or process changes, gaining senior buy‑in through evidence‑based rationale.

Operational Partnership

• Work closely with Operations Managers and Team Leaders to align dialler activity with daily and weekly operational plans.
• Provide clear guidance on campaign pacing, volumes and priorities.
• Support performance recovery plans through dialler‑led interventions where required.

Compliance & Risk Management

• Ensure all dialling activity is fully compliant with OFCOM, FCA and Data Protection requirements.
• Maintain demonstrable controls and audit trails for dialler decisions, strategy changes and campaign configurations.
• Proactively identify regulatory, conduct or operational risks and escalate appropriately.
• Balance commercial objectives with the requirement to operate in a compliant, risk‑aware manner at all times.

System Ownership & Continuous Improvement

• Maintain dialler uptime and stability, ensuring issues are communicated and resolved promptly.
• Act as subject matter expert for dialler functionality, configuration and capability.
• Drive continuous improvement in dialler processes, performance and reporting.
• Support change initiatives, system enhancements and new campaign launches.

·      Ensure dialler changes are controlled, documented and compliant, with clear rationale and audit trail.

Experience & Technical Capability

• Proven experience in an outbound dialler or workforce/dialler management role within a high volume outbound sales environment.
• Strong understanding of dialler technologies within high‑volume sales environments.
• Advanced Microsoft Excel skills; experience using data to explain performance variance.
• Working knowledge of SQL and Power BI (or equivalent reporting tools).
• Experience operating in regulated environments, ideally FCA‑aligned.
• Demonstrable ability to manage dialler risk alongside commercial performance.

Skills & Behaviours

• Highly analytical, with the ability to interpret and explain complex performance data.
• Commercially aware, understanding productivity, revenue and risk trade‑offs.
• Confident communicator, able to challenge operational decisions constructively and credibly.
• Calm and decisive under pressure, with sound judgement.
• Comfortable managing disagreement and influencing senior stakeholders.
• Proactive, organised and able to work autonomously.

Personal Attributes

• Results‑driven with a continuous improvement mindset.
• Trustworthy, professional and measured in decision‑making.
• Open to challenge and improvement, while remaining risk‑aware.
• Motivated by performance, quality and long‑term sustainability.
• Committed to personal development and role progression.