Outbound Dialer, Campaign Optimization Manager

• Manage and optimize all outbound dialer campaigns
• Configure and maintain predictive, progressive and power dialing strategies
• Monitor dialer pacing, dial ratios and campaign performance throughout the day
• Maximize agent productive time speaking with customers
• Identify and resolve dialer inefficiencies, technical problems and performance bottlenecks
• Optimize dialer settings to balance contact rates, agent availability and call abandonment
• Manage allocation, loading and distribution of leads across multiple outbound campaigns
• Develop and optimize calling strategies based on lead age, previous call attempts and historical performance
• Configure automated lead recycling and callback schedules
• Analyze calling intervals and retry strategies
• Prioritize high-value and newly generated leads
• Manage outbound caller ID numbers and calling number rotation
• Monitor phone number reputation, spam flags and potential call blocking
• Investigate and address Hiya, Truecaller and carrier spam detection issues
• Work with telecommunications providers to resolve caller ID, routing and deliverability issues
• Monitor and improve lead-to-contact conversion
• 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, abandoned and failed calls, lead penetration rates and campaign-level performance
• Conduct regular campaign reviews and implement measurable improvements
• Produce daily and weekly performance reports
• Monitor dialer dashboards and identify real-time performance changes
• Analyze lead performance across providers and campaigns
• Provide data-supported recommendations to management
• Maintain records of dialer configuration changes and their performance impact
• 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 CRM, lead provider and dialer integrations
• Ensure compliant calling operations under applicable Australian telecommunications, privacy and outbound telemarketing requirements

• Minimum 3–5 years of hands-on experience managing outbound dialer operations
• Strong working knowledge of predictive, progressive and power dialing
• Proven ability to optimize outbound contact rates and agent productivity
• Extensive technical knowledge of outbound dialer systems
• Experience improving campaign performance
• Knowledge of Australian health insurance dialing strategies
• Ability to manage outbound caller ID numbers, calling number rotation, phone number reputation, spam flags and carrier spam detection
• Experience working with telecommunications providers, VoIP carriers and technical support teams
• Ability to support CRM, lead provider and dialer integrations
• Knowledge of applicable Australian telecommunications, privacy and outbound telemarketing requirements
• Ability to work AU/Australian business hours

• Competitive compensation package aligned with your skills and experience
• Comprehensive HMO coverage, including a free dependent on Day 1
• Employee referral program with rewarding incentives
• 20 days of annual leave
• Engaging team activities and events
• Flexible work environments
• Career growth opportunities
• Supportive leadership
• Build strong, high-impact connections with key stakeholders across the business
• Take part in client engagement initiatives