What are the responsibilities and job description for the Dialler Analyst position at acquireai?
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! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/