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DIALLER & WORKFORCE PLANNING MANAGER - OUTBOUND CONTACT CENTRE

Posted 2 February by CCR Recruitment & Selection Easy Apply Ended

DIALLER & WORKFORCE PLANNING MANAGER - OUTBOUND CONTACT CENTRE

Salary up to £45,000, Plus Excellent Bonus & Benefits Package

Location: London/Home Counties

My client seeks a skilled Contact Centre Dialler & Workforce Planning Manager, due to continued growth across their outbound calling campaigns, in order to drive the progress of their outbound calling channels. This role is an excellent opportunity for someone experienced and/or who is looking for the next step in their career by joining a fast-paced, exciting business undertaking a variety of campaigns across multiple contact sites.

Key tasks in role:

  • To assist with increasing outbound calling volumes and contribute to the production of required KPIs by effective implementation of data and dialler and workforce planning strategies across the contact centre;
  • Manage outbound & workforce planning / dialler systems to ensure optimal agent productivity, data penetration, and operational metrics whilst maintaining compliance with governing regulatory guidelines;
  • Implement changes and improvements from the analysis of dialler reports and feedback from campaign agents and management;
  • Ensure 100% system uptime of relevant dialler systems;
  • Contribute to performance and expansion forecasts

About you/the candidate:

  • Previous experience with administration of contact centre technology at a medium/ mid-management level, in particular sophisticated dialler and scripting software;
  • Previous experience and knowledge of data deployment and data optimisation techniques for contact centre diallers & workforce planning systems;
  • Awareness of contact centre practices and the practical application of OFCOM and DMA requirements for B2B marketing campaigns;
  • Excellent analytical skills, able to identify and drive changes and improvements to dialler campaigns, and communicate issues and opportunities to senior management;
  • Strong MS Office presentation and reporting skills, particularly Excel
  • Experience with Rostrvm dialler (if possible)
  • Use of IVR / Telephony
  • Experience administering hardware dialler systems (such as Touchstar, Amcat, Avaya etc)

This is an excellent opportunity for a suitably experienced Dialler & Workforce Planning Manager seeking a new challenge with a great company or a Dialler & Workforce planning professional/Analyst seeking the next step.

Required skills

  • Contact Centre
  • Scheduling
  • Contact Centre Technology
  • Workforce Planning
  • Dialler Manager

Reference: 33857229

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