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3 months ago
Pure Business Group
Salary: £35,000 to £45,000
Company benefits: Pension scheme
Location: Liverpool
Job type: Permanent
Job sector: Private Practice
Experience: Any or N/A
Contact: Sarah Murray
Sector: Litigation
Category: Business Development Manager Jobs

 

Job Purpose

The Dialler Manager will be responsible for managing and leading the dialler function and resource planning processes. You will be a key partner reporting into Group Operations  Director.
The Dialler Manager will also be required to manage a team of people and will be responsible for training, development, performance reviews and all day to day staffing queries.

 

Main Responsibilities

Lead, manage and optimise the dialler operations across the relevant areas of control.
To create, test and implement contact dialler strategies based on customer behaviours, demographics, dialler settings/ technology and data outputs in conjunction with devised strategies.
To ensure effective data cleansing and efficient usage of information to drive campaigns.

Monitor dialler performance against agreed service standards
Real time and historic analysis of performance to help generate awareness which can then be used to create future strategy decisions.
Build, manage and providing insight around performance of the Call Centre
Work with colleagues in IT to ensure correct selection of key data and creation of dialling lists
Forecasting and Scheduling the dialler and data performance, working alongside operational teams, to deliver a unified contact strategy

Monitoring inbound lines and ensuring call abandonment rates are within SLA

Skills Required

Experience of proactively managing inbound and outbound campaigns
Knowledge of Contact Centre
Strong interpersonal skills
Strong reporting and analytical skills
Financial Services experience would be preferred

Proficient in all MS Word packages, particularly Excel and Word

Technical Experience  

Experience will also be needed of forecasting and planning for a multi-channel environment (Dialler, inbound, SMS, email, webchat)

You will have experience of Workforce Management tools, manual technologies and telephony though any similar technologies are also a strong advantage.

Manage the WFM system and apply changes where necessary to maximise efficiencies

Knowledge of SQL would be advantageous

Strong mathematical, analytical, communication and organisational skills

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