Dialler Manager

Posted 6 April by MERJE Ltd Easy Apply

Our client is looking for a Dialler Manager to implement effective contact strategies, through the management of a predictive Dialler, inbound, voice messaging and SMS, in a blended inbound/outbound telephony environment whilst ensuring adherence to regulation.

Responsibilities

  • Manage Dialler functionality including blending inbound and outbound campaigns to drive optimum performance
  • Ensure campaigns are compliant and meet all regulatory requirements, including but not limited to OFCOM, DPA
  • 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 cover for the dialler at all times and across the operational hours
  • Undertake duties relevant to role as and when required.
  • Produce FTE requirements and capacity plans for outbound campaigns
  • Chair meetings with Collections and Risk to understand their outbound objectives and targets
  • Chair daily meeting with Collections Manager and Dialler Analyst to review performance, forecast accuracy, sickness levels and outbound
  • Agree a weekly campaign schedule with Risk and Collections, prioritising activities to ensure all campaigns are run effectively.
  • Actively identify & implement positive changes in the Dialler operation to improve RPC, talk time and campaign performance
  • Resource planning, forecasting and real time monitoring to ensure accurate resource forecast to minimise cost and maximise revenue
  • Work closely with Credit Risk & Collections in developing and deploying effective risk based contact strategies
  • Create bespoke agent productivity reporting via daily dashboards

Skills & Experience

  • Previous Dialler Campaign Management experience essential
  • Proven experience of capacity/resource planning
  • Experience of working in arrears management and or collections
  • 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
  • Self-motivated and pro-active with the ability to influence behavior within Collections
  • 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

Required skills

  • Customer Contact
  • Customer Service

Reference: 34842517

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