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Omni Channel Specialist

  • Location: Leeds, United Kingdom
  • Salary: £24,000-£36,000 per annum per year
  • Job Type:Permanent

Posted 11 days ago

We are actively recruiting for an Omni Channel Specialist to join a leading financial company situated in Leeds.

You will be responsible for delivering consistent output for their customer engagement strategies on a daily basis. Liaising closely with Operations managers, Team Leaders and Resource planning teams, you will ensure execution of the strategies is per our design.

This position will provide an excellent opportunity for you to utilise and grow your expertise and bring in new ideas and solutions to the business.

Omni Channel Specialist Key Duties & Responsibilities

  • Accountable for the day-to-day maintenance and intra-day execution of multiple customer engagement strategies including to Dialler, IVR, SMS and Email

  • Maximise agent productivity on inbound and outbound by proactively managing outbound campaigns, outbound dialler agents and CMS agent activity

  • SMS management, creation, changes and testing

  • Amend planned intraday schedules to deliver optimum collections by making real time decisions based on monetary and schedule forecasts reacting to business needs across all platforms.

  • Maintenance of Dialler lists, jobs, campaigns and phone strategies

  • Support in the development and deployment of new campaigns and strategies across multiple contact channels including specification of requirements, design and build, testing and release

  • CMS housekeeping including new agent administration, agent groups and skill allocation

  • Ensuring full compliance at all times to both Inbound and Outbound SLAs including regulatory SLAs (OFCOM)

  • Conduct analysis on effectiveness of campaigns to optimise and increase contact rates and collections

  • Prepare and circulate intraday reporting for wider stakeholders highlighting any on the day performance risks and mitigating actions

  • New dialler agent administration and ensuring agent is on relevant reporting

  • Support other areas of the business when contact strategy testing is required

  • Record, own and escalate where required issues impacting real time performance

Omin Channel Specialist Benefits:

  • A competitive salary and annual pay reviews

  • Free parking.

  • 25 days’ holiday!

  • On target bonus

  • 3% flexible benefits; whether you’re into fitness or extra holidays, there’s something for you.

  • Onsite café serving excellent food.

  • Free gym membership

  • A fantastic culture with more little perks along the way.

Interested in knowing more?

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