Contact Centre Dialler Lead

Contact Centre Dialler Lead

Location: Doncaster
Salary: Circa £32,000
Reports to: Contact Hub Operations Manager

Multitask Personnel are proud to be partnering with a leading utilities provider specialising in the supply, installation and maintenance of gas, electric and SMART meters.

The Role

As Contact Centre Dialler Lead you’ll run the operational heartbeat of a Contact Hub of around 40–70 agents. You’ll own the dialler, lead real-time performance and take full responsibility for workforce management — forecasting, scheduling and live adherence. The aim is simple: the right people, in the right place, at the right time, with outbound campaigns aligned to field capacity.

Key responsibilities

Real-time operational leadership

• Lead live operations, protecting service levels and resource utilisation
• Act as first point of escalation during the shift
• Partner with Team Leaders to keep agents supported, engaged and on target

Dialler and campaign oversight

• Manage and monitor outbound dialler activity to deliver campaign outcomes
• Target campaign data by region against engineer capacity and business priorities
• Work closely with the Campaign Team and feed back to refine strategy

Workforce management

• Build and maintain schedules to ensure the right coverage across all hours
• Make intraday adjustments for absences, peaks and break cover
• Plan breaks, 1:1s, team meetings and training with minimal performance impact
• Monitor adherence and occupancy in real time and resolve issues quickly

Stakeholder collaboration

• Partner with Team Leaders to meet performance and availability goals
• Liaise with Campaign, Engineering and Ops so resource supply matches demand
• Remove operational blockers to keep the shift running smoothly

Performance and reporting

• Track contact rates, adherence, occupancy and service levels
• Produce end-of-shift reports with performance, blockers and actions
• Identify inefficiencies and drive continuous improvement

Contact Centre Dialler Lead profile

Essential

• Strong workforce management and scheduling experience
• Hands-on experience delivering outbound dialler campaigns
• Confident real-time decision-maker under pressure
• Familiar with WFM tools, dialler platforms and CRM/contact centre systems
• Excellent collaboration and communication skills
• Calm, solutions-focused approach

Preferred

• Degree or equivalent in Business, Operations or related field
• Certifications in workforce management, operations or project management (Six Sigma, Prince2, WFM tools)
• Background in a fast-paced contact centre or similar environment

Personal Attributes

• Leadership: able to guide and motivate team leaders and staff
• Communication: clear, confident and effective with all stakeholders
• Problem solver: proactive and practical
• Adaptable: comfortable in a changing, fast-moving operation
• Attention to detail: precise in planning, monitoring and reporting
• Composed under pressure: sound decisions when it’s busy
• Collaborative: builds alignment across teams
• Organised: strong time management and multitasking

How to apply
Send your CV to f.tune@multitaskpersonnel.co.uk or call Faye on 01709 820102.