About the Team You’ll Join: Our clint is a growing Australian private health insurance brokerage specialising in connecting consumers with experienced health insurance advisers. Our sales operation relies heavily on outbound calling, lead generation and high-performing dialer systems. We are seeking a highly experienced Dialer Manager to look after our outbound dialer operations, improve contact rates, maximise agent productivity and ensure our lead database is managed efficiently. This is a hands-on, performance-driven position requiring someone with extensive technical knowledge of outbound dialer systems and proven experience improving campaign performance. Key Responsibilities 1. Dialer Management & Optimisation · Working closely with our Onshore dialer manager to build your understanding of health australian health insurance dialing strategies · Manage and optimise all outbound dialer campaigns. · Configure and maintain predictive, progressive and power dialling strategies where appropriate. · Monitor dialler pacing, dial ratios and campaign performance throughout the day. · Ensure agents spend maximum productive time speaking with customers. · Identify and resolve dialer inefficiencies, technical problems and performance bottlenecks. · Optimise dialer settings to balance contact rates, agent availability and call abandonment. 2. Lead Management & Calling Strategies · Manage the allocation, loading and distribution of leads across multiple outbound campaigns. · Develop and optimise calling strategies based on lead age, previous call attempts and historical performance. · Configure automated lead recycling and callback schedules. · Analyse the effectiveness of different calling intervals and retry strategies. · Ensure high-value and newly generated leads are prioritised appropriately. · Continuously improve lead penetration and overall contact rates without excessive or non-compliant calling. 3. Phone Number Management & Reputation · Manage outbound caller ID numbers and calling number rotation. · Monitor phone number reputation, spam flags and potential call blocking. · Investigate and address issues relating to Hiya, Truecaller and carrier spam detection. · Develop compliant strategies to maintain strong caller ID reputation and protect answer rates. · Monitor contact rate differences across individual phone numbers. · Manage the acquisition, allocation and retirement of outbound phone numbers. · Work with telecommunications providers to resolve caller ID, routing and deliverability issues. 4. Contact Rate & Campaign Performance · Monitor and improve overall lead-to-contact conversion. · Analyse contact rates by campaign, lead source, call attempt, time of day and phone number. · Identify opportunities to increase successful connections and reduce wasted dialling. · Track operational KPIs, including: o Contact and answer rates o Dial attempts per lead o Calls per agent per hour o Agent occupancy and idle time o Abandoned and failed calls o Lead penetration rates o Campaign-level performance · Conduct regular campaign reviews and implement improvements based on measurable results. 5. Reporting & Analysis · Produce daily and weekly performance reports. · Monitor dialer dashboards and identify performance changes in real time. · Analyse lead performance across different providers and campaigns. · Provide recommendations to management supported by data. · Maintain clear records of dialer configuration changes and their impact on performance. 6. Technical Support & System Administration · Manage dialer campaign settings, user permissions, call dispositions and operational configurations. · Troubleshoot connection issues, call routing problems and system errors. · Work with dialer providers, VoIP carriers and technical support teams. · Maintain reliable dialer operation during Australian business hours. · Support integrations between CRM systems, lead providers and the dialer. · Ensure calling operations meet applicable Australian telecommunications, privacy and outbound telemarketing requirements. Required Experience & Skills Essential: · Minimum 3–5 years of hands-on experience managing outbound dialer operations. · Strong working knowledge of predictive, progressive and power dialling. · Proven ability to optimise outbound contact rates and agent productivity.
