Outbound Dialer & Campaign Optimisation Manager

About the Team

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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.</