Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Campaign Strategy & Performance Management
• Manage end-to-end dialer operations across multiple client campaigns.
• Design, implement, and continuously optimise dialer strategies to maximise operational results.
• Configure and manage predictive, progressive, preview, and blended dialer campaigns.
• Monitor campaign performance in real time and make immediate adjustments to improve outcomes.
• Analyse campaign results and implement strategies to improve:
o Contact rates
o Conversion rates
o Right party contact rates
o Agent occupancy
o Productivity
o Revenue or sales outcomes
• Ensure campaigns achieve all client-defined KPIs and service levels.
Lead Management & Optimisation
• Own the lead management lifecycle from ingestion through final disposition.
• Develop lead segmentation, prioritisation, and targeting strategies.
• Ensure optimal lead utilisation and minimise lead wastage.
• Monitor lead penetration rates, ageing, recycling, and callback effectiveness.
Create and manage contact strategies that maximise conversion while maintaining compliance requirements.
• Work closely with client and operations teams to align lead allocation with business objectives.
• Continuously review lead quality and provide recommendations to improve campaign performance.
SLA & Client Performance Management
• Ensure all campaigns consistently meet contractual client SLAs and operational commitments.
• Monitor daily, weekly, and monthly KPI achievement.
• Identify risks that could impact service levels and take proactive corrective actions.
• Present campaign performance, insights, trends, and improvement plans during client reviews.
• Act as a point of escalation for campaign performance issues.
Data Analytics & Reporting
• Develop dashboards and reports that provide actionable insights to stakeholders.
• Analyse key metrics including:
o Call attempts
o Connect rates
o Conversion rates
o Lead utilisation
o Agent productivity
o Occupancy
o Abandonment rates
o Campaign profitability
• Identify performance trends and opportunities for optimisation.
• Deliver regular performance reviews with recommendations for continuous improvement.
Dialer Administration & Configuration
• Configure campaign parameters, pacing, schedules, retry logic, and calling windows.
• Maintain campaign rules, contact strategies, and dialing priorities.
• Ensure accurate implementation of client requirements and business rules.
• Monitor dialer availability and coordinate with IT teams to resolve issues.
• Partner with Telecom, Workforce Management, and Reporting teams to improve campaign efficiency.
Compliance & Governance
• Ensure compliance with all applicable regulatory and client requirements.
• Monitor adherence to internal dialing standards and operational controls.
• Ensure Do Not Call (DNC) management processes are followed.
• Conduct regular audits of campaign settings, lead management practices, and reporting accuracy.
Required Skills & Experience
Experience
• 5+ years of experience in outbound contact centre operations, dialer management, or campaign strategy.
• 3+ years managing large-scale outbound campaigns.
• Experience supporting multiple clients and business verticals.
• Proven track record of improving operational performance through dialer optimisation.
Technical Skills
• Strong experience with dialer platforms such as:
o Acqueon
o Five9
o Bright Pattern
o NICE CXone
o Genesys
o Cisco Outbound Dialer
• Advanced Microsoft Excel skills.
• Strong reporting and analytics capability.
• Working knowledge of SQL and data analysis tools preferred.
• Experience with CRM platforms such as Salesforce, Zendesk, Oracle, or Microsoft Dynamics
preferred.
Core Competencies
• Campaign optimisation
• Lead management strategy
• Data analysis and interpretation
• Client relationship management
• SLA management
• Workforce planning awareness
• Problem solving and decision making
• Stakeholder management
• Process improvement
• Strong verbal and written communication
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Skills Required
- 5+ years of experience in outbound contact center operations, dialer management, or campaign strategy
- 3+ years managing large-scale outbound campaigns
- Experience supporting multiple clients and business verticals
- Proven track record of improving operational performance through dialer optimization
- Strong experience with dialer platforms such as Acqueon, Five9, Bright Pattern, NICE CXone, Genesys, or Cisco Outbound Dialer
- Advanced Microsoft Excel skills
- Strong reporting and analytics capability
- Working knowledge of SQL and data analysis tools
- Experience with CRM platforms such as Salesforce, Zendesk, Oracle, or Microsoft Dynamics
- Campaign optimization, lead management, data analysis, client relationship management, SLA management, stakeholder management, process improvement, and strong communication
Everise Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Everise and has not been reviewed or approved by Everise.
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Fair & Transparent Compensation — Pay is often described as acceptable to good in aggregate, with compensation appearing more favorable in higher-level corporate or technical roles. Typical frontline pay bands are described as aligned with broader BPO norms, which can make offers feel straightforward to benchmark.
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Flexible Benefits — A broad, big-company benefits menu is presented, including multiple insurance lines, FSAs, and optional supplemental coverages. The availability of add-on options like legal services, pet insurance, and discounts supports a pick-and-choose approach for different needs.
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Wellbeing & Lifestyle Benefits — Services like an Employee Assistance Program and lifestyle-oriented add-ons (e.g., gym discounts, legal plan, pet insurance) are part of the rewards mix. Tuition reimbursement is also positioned as a supportive benefit that can extend value beyond cash compensation.
Everise Insights
What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages. At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. Join us and become a champion of customer happiness
