Dialler Operator

As a Dialler Operator, you will be responsible for managing and optimising outbound call campaigns, ensuring they run efficiently, compliantly, and in line with all internal and external SLAs. You will use data and performance insights to drive results, enhance contact rates, and support overall operational success. Your role involves setting up, maintaining, and fine-tuning dialler strategies, monitoring performance in real time, and resolving any issues that impact campaign delivery. You will collaborate closely with the Operations, IT, and Compliance teams to ensure the targeting, efficiency, and excellent customer experience of every campaign. You will be reporting directly to the Dialler Manager.

Sigma Family

💚 At Sigma, we stand out and have now been acknowledged 2 years in a row by the Sunday Times as one of the Best Places to Work - voted by our people.

Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries.

What being a part of the Sigma Family means for you!

📈 Career development and opportunities to apply for internal promotions following your probationary period.

🏆 Monthly, Quarterly and Annual awards with marvelous prizes.

💆‍♀️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

🌳 Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

📁 Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.

🚗 Transportation Benefits – Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.

💻 Join communities and collaborate with your colleagues on our internal Social Media platform.

💙 The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.

What Your Day-to-Day Will Look Like

📞 You will champion Sigma's core values—Always Learning, Always Adapting, Always Together, Always Better. You will accurately import dialler files to the Dialler System and execute SMS, emails and letters via our external vendors. You will effectively monitor Dialler campaigns throughout the day whilst also monitoring agent performance on the Dialler and overall dialler performance. You will build new dialler campaigns and filters. You will ensure full understanding of the OFCOM guidelines and manage the dialler in line with them. You will create new users’ profiles on the Dialler system and assign them to the required teams and queues, according to the request of our customers (Operations and/orClients). You will fulfill the shifts required of a Dialler Operator and can do so independently. You will respond to and resolve stakeholder’s queries within SLA. You will maintain a high stakeholder satisfaction rate. You will give feedback to operational teams during the daily standup sessions. You will analyse dialler data, derive conclusions, present to important stakeholders, and create suggestions that will improve performance. You will continually document, maintain, and review existing processes, procedures, and systems to make recommendations on how to improve the Dialler area, ensuring we are the best in business. You will build relationships with both internal and external Stakeholders to ensure good communication and interaction across departments and businesses. You will help Sigma deliver an exceptional service to its clients.

What Amazing people will bring to the role

💡 You will ensure the smooth and efficient execution of all outbound call campaigns by maintaining a strong focus on performance, in alignment with Sigma’s values. You will achieve this through proactive monitoring, data-driven decision-making, and continuous optimisation of dialler settings and strategies. You will collaborate with key stakeholders and identify opportunities to improve contact rates and agent productivity. By combining analytical insight with a hands-on approach, you will make sure every campaign runs seamlessly, meets business objectives, and delivers the best possible experience for both customers and colleagues.

Requirements:

• You have a minimum if 1-2 years current or prior dialler systems experience.
• You will display high levels of professionalism, diligence, and accountability in all that you do.
• You have a strong ability to interpret new dialler processes and articulate the findings to technical & non-technical  stakeholders.
• You are a good team player with a strong work ethic.
• You excel at managing relationships with internal and external stakeholders, ensuring smooth collaboration and operational alignment.
• You possess strong technical skills.
• You pay close attention to detail.
• You communicate effectively, delivering clear, constructive messages to my team, management, and stakeholders.
• You thrive under pressure, maintaining focus and consistently delivering results in high-paced environments.
• You are highly organised, with strong time-management skills that allow you to handle multiple tasks while meeting deadlines and targets.

Simple and Straight Forward Recruitment.

📩 We don’t see the value in making candidates jump through hoops. Once we receive your application via ICIMS, if you meet all relevant criteria as stipulated on the advert, we’ll proceed with further shortlisting & start your application process.

If you like the sound of being part of the Sigma Family, then don’t wait and get applying!