We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
About The Role
We are looking for a Dialler Analyst to take ownership of day-to-day dialler performance across a high-volume collections environment supporting a financial account.
This role is not about just maintaining settings - it's about understanding what the dialler is doing, why performance is moving, and taking fast, effective action to improve it.
You will work closely with Strategy and Operations to ensure campaigns run efficiently, agents stay productive, and contact strategies deliver results.
What You'll Be Responsible For
Dialler Performance Ownership:
This role is expected to own performance, not just report it.
- Monitor live dialler performance (connect rates, agent utilisation, pacing, call outcomes, etc)
- Identify issues quickly & take immediate corrective action where appropriate
- Escalate when required with clear context, diagnosis and proposed next steps
- Proactively analyse campaign outcomes to identify improvement opportunities
Real Time Decision Making
Success in this role requires confidence and judgement under pressure.
- Using your superior problem solving skills to adjust dialler behaviour in response to Agent availability changes, list quality / exhaustion, contact performance shifts.
- Balance productivity and ensure compliance (e.g. abandon rates and retries)
- Make decisions quickly using incomplete information where needed.
- Diagnose and troubleshoot issues impacting performance or stability; applying practical fixes or escalating effectively.
Campaign Set up & Execution,
- Configure and maintain outbound campaigns across all dialler modes (includes predictive).
- Expectation to understand the dialler and telephony system, how it behaves and develop a deep understanding of system logic.
- Ensure campaigns are aligned to daily operational plans.
- Manage the contact lists, dialling rules, queues and skill management
What We're Looking For
Core Capability (non-negotiable)
We Are Looking For Someone Who
- Thinks critically, not just follows process when it isn't appropriate.
- Can interpret live operational data and act quickly.
- Takes ownership of outcomes, not just tasks.
- Is comfortable making informed decisions in a FAST MOVING environment
- Can clearly explain what's happening and what needs to change
- Is curious and seeks ways to improve performance.
- Active learner.
Experience
- Experience working with a dialler platform (LiveVOX, SmartReach, Genesys, NICE or similar are highly desired)
- If no dialler experience, Workforce Management (scheduling, forecasting, real time monitoring, etc) is also highly desired.
- Experience in a contact centre environment, with understanding of:
- Dialling modes (predictive is essential)
- Pacing and agent utilisation
- Contact lists
Working Style
- Calm under pressure
- Detail orientated but able to prioritise and respond quickly to real time situations
- Strong communication skills – able to work with Australian based stakeholders
- Comfortable working hours aligned to Australian afternoon/evening and Saturday operations.
- Preferred split rest days, flexible for the right experience and candidate.
What Success Looks Like
- Dialler campaigns run smoothly with minimal downtime
- Issues are identified and resolved quickly
- Agents remain consistently productive
- Campaign performance improves over time through active optimisation
Join the A-Team and experience the A-Life!
