As Ruby Energy continues its exciting growth, we have a brand new role available for a forward thinking Dialler Manager to join our growing team here at our offices in Fleetwood.
The Dialler Manager is responsible for managing the operation and optimisation of the auto-dialler systems within the business. This role ensures that the dialler is used efficiently to maximise productivity while maintaining compliance with regulatory requirements and organisational standards.
We are looking for someone responsible for campaign and customer contact management, who will handle unified customer communications, alongside operational processes and efficiency, and manage customer engagement and communication.
This role goes beyond managing the dialler and focuses on overall operational and customer service efficiency, as well as customer engagement.
Who are we?
At Ruby Energy, we are more than just energy suppliers; we are champions of your progress, specifically tailored to empower SMEs. Our foundation is built on providing bespoke energy solutions that blend innovation with adaptability, ensuring that your business's unique energy needs are met with precision.
Our Journey
Launched in 2002, we're experts in commercial utilities and we know what it takes to deliver high levels of customer service. With our Head Office in Fleetwood, Lancashire, and offices in Manchester, we are positioned to serve businesses across the UK with dedication and excellence.
The Ruby Way
Ruby's values are at the heart of everything we do:
Collaborative: We ensure your voice is heard. We listen to our customers and strive to deliver strong, responsive customer service.
Human: We give a personal touch and support to our customers and each other, treating everyone with respect and understanding
Committed: We use innovative solutions to improve our services and always stick to our word.
We pride ourselves on delivering consistently high levels of customer service and innovative products to organisations across all industries. Our vision is to become the best independent commercial energy supplier in the country. We aim to provide contracts that are straightforward, competitive, and most importantly, tailored to your business needs.
Investing in the Ruby Community
We are committed to fairness, transparency, honesty, and professionalism. By heavily investing in our people, processes, and systems, we continuously improve our customer engagement and service offerings.
Main Responsibilities (but not limited to):
Dialler Management:
- Oversee the daily operations of auto-dialler systems
- Monitor dialler performance and analyse key metrics to ensure optimal productivity
- Adjust dialler settings to optimize call connect rates, minimize downtime, and ensure agent efficiency
- Compliance and Quality Assurance
- Ensure the dialler system complies with all relevant regulations (e.g., TCPA, GDPR)
- Implement and monitor quality assurance processes to maintain high standards of customer service
- Conduct regular audits to ensure compliance and identify areas for improvement
Data Management:
- Manage the import and export of data to and from the dialler system
- Ensure data integrity and accuracy within the dialler database
- Analyse call data to identify trends, issues, and opportunities for improvement
Team Collaboration and Support:
- Work closely with managers, team leaders, and IT support to coordinate dialler activities and address any technical issues
- Maintaining and supporting external relationships that allow us to deliver excellent service to our customers
- Responsible for maintaining standards and regulatory obligations
- Provide training and support to call center agents on dialler usage and best practices
- Develop and maintain documentation for dialler processes and procedures
Reporting and Analysis:
- Generate regular reports on dialler performance and call center productivity
- Present findings and recommendations to senior management
- Use data-driven insights to inform strategic decisions and drive continuous improvement
Technical Oversight:
- Coordinate with IT and dialler vendors to ensure system updates and maintenance are carried out effectively
- Troubleshoot and resolve any technical issues related to the dialler system
- Stay updated on the latest dialler technologies and industry best practices
Requirements to be considered:
- Bachelor's degree in Business, Information Technology, or a related field (preferred)
- Proven experience in dialler management within a call centre environment
- Experience with database management, Excel, SQL, Power BI and HTML
- Strong analytical skills with the ability to interpret data and make informed decisions
- Excellent organisational and time-management skills
- Proficiency with dialler systems (e.g., Noble Systems, Five9, Aspect, Max Contact, Connex one) and CRM software
- Knowledge of relevant regulatory requirements and compliance standards
- Strong communication and interpersonal skills
- Ability to work collaboratively with cross-functional teams
- Certifications in call centre management or relevant technical areas
Competencies & Behaviours:
- Self-starter and able to identify & develop solutions
- Committed to professional development
- Able to explain and interpret complex financial information
- Attention to detail
- Driven by a desire to make improvements
- Able to work in fast-paced environment
Benefits:
- Working hours - Monday to Friday
- Buy & Sell Annual Leave Scheme
- Employee Assistance Programme (EAP)
- Access to Employee Health Scheme
- Career development
- Employee Recognition Incentives
- Company events
- Monthly dress down days
- Tea & coffee facilities & On-site Canteen
- Local discounts / benefits
What you need to do now...
If you would love to join us as our new Dialler Manager, we encourage you to apply now!
Be a part of our bright future and talk to Ruby today!