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.
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
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
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