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Dialler Manager

  • Location

    Manchester

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £35,000 - £40,000

  • Consultant:

    Natasha Copitch

  • Email:

    ncoptitch@merje.com

  • Job ref:

    NC/16280

  • Published:

    25 days ago

Job Description:

My client is looking for a Dialler Manager who will be responsible for the end to end process of creating, maintaining and maximizing the dialler within telephony operations. This includes the running of campaigns, agent availability, blending in and outbound and maintaining appropriate cover to maximize the ability of the dialler.

 

Responsibilities

  • Manage the day to day running of the dialler
  • Optimize the new technology
  • Help remove the dependency on the current telephony platform
  • Ensure forecasts, schedules and real time support for the Contact Centre’s in Customer Intake to appropriately manage the dialler across all business hours
  • Build and change campaigns
  • Create bespoke agent productivity reporting via daily dashboards 
  • Produce and analyse dialler management information (daily/weekly/monthly) and ensure the MI is accurate and timely
  • Produce ad-hoc reporting as and when required
  • Proactively identify performance challenges and propose remedial action
  • Work with the dialler supplier to ensure complete optimisation of dialler functionality as well as best use of data provided
  • Ensure that all processes and procedural documentation is kept in good working order to ensure that faults are reported and system down time is kept to a minimum
  • Ensure campaigns are compliant and meet all regulatory requirements, including but not limited to OFCOM, DPA
  • Own the MI and reporting to advise how the dialler is working and real time changes required
  • Support in providing real time, weekly, and monthly reporting for the business to understand resource planning effectiveness

 

Skills & Experience

 

  • Previous Dialler Campaign Management experience essential
  • Proven experience of capacity/resource planning
  • Statistical, problem solving and analytic skills
  • Accuracy and attention to detail
  • Strong organisational and time management skills
  • Ability to communicate in a professional and effective manner at all levels in the business 
  • An analytical and strategic thinker
  • Excellent team player with strong influencing skills
  • Ability to work under pressure
  • Excellent understanding of Microsoft, inclusive of Word, PowerPoint, Outlook
  • Strong Excel skills
  • Good understanding of OFCOM, FCA and other Regulatory Bodies
  • Experience of SAS, SQL -  desirable