Sitel · September 2018 – December 2019
Connecting campaign data, capacity and client priorities.
Multi-site dialer management for a British energy account, working with SSE’s performance and data teams.
Dialer Manager
The challenge
Maintain visibility over campaign capacity, intraday performance and outbound dialing opportunities across three delivery sites.
Actions
- Supported an outbound sales workforce of approximately 500 across Manila, Newcastle and Tarlac.
- Managed client relationships with SSE’s Performance Management and Data Team.
- Analysed service levels, performance, demand forecasts and outbound capacity assumptions.
- Managed intraday exceptions and dialer-platform support with operations and client teams.
The documented scope
The source records dialer-planning responsibility across approximately 500 staff and three sites. It does not provide a separate quantified performance improvement for this role. These staff are the operation supported, rather than direct reports.
Relevance
Shows how client relationships and campaign data inform capacity planning and day-to-day BPO delivery.
Source context
Supplied September 2024 CV: Sitel Dialer Manager, September 2018–December 2019. The +5% contact-rate and +3% sales-productivity figures belong to HSBC’s February 2014 project and are not attributed to this role.