Dialler Manager

Dialler Manager

Salary: Negotiable (Basic + Commission)

Benefits: Generous holiday entitlement, free onsite car parking and on-going training and development. Onsite football pitch, squash court, gym, table tennis and canteen.

Purpose of the Role: Working with our Touchstar system to manage a variety of Outbound Dialler campaigns, analyse data, create recommendations on headcount, productivity and general campaign activity and feedback to the Call Centre Manager, ensuring accurate and timely MI.

Accountabilities and Responsibilities

• Set up and review various campaigns and analyse their daily performance
• Manage and build relationships with 3rd parties/suppliers to produce each individual campaign, identify its duration, staffing requirements and provide feedback on progress in report form
• Plan bespoke shift requirements to fulfil each campaign and forecast staffing requirements and hourly productivity
• Manage the end to end process of a dialler campaign.
• Analyse conversion rates to ensure quality targets are met.
• Ensuring that all MI reporting is fit for purpose and reporting anomalies, whilst ensuring the necessary changes are made.
• Monitor all MI daily to ensure business KPI’s and SLA’s are met, together with Compliance requirements.
• Work with the Call Centre Manager and Team Leaders to report on activities, stats, and areas for improvements
• Mitigate and identify risks to the business within related processes and activity i.e. Data Protection and other area of compliance.
• Adapt quickly to a fast paced working environment
• Create and implement new ways of working to maximize business performance
• Manage the relationship with IT to ensure maximum dialler performance
• Manage the Predictive Dialler platform ensuring platform stability and resilience.

Competencies/Abilities

• Judgement and Decision Making with strong analytical skills

• Project Management

• Flexibility

• Team Working (supporting others and building relationships)

• Drive for Results