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Experience Dialler Manager

Posted 16 February by Skye Solutions Recruitment limited Easy Apply Ended

My client based just on the outskirts on Newcastle Upon are looking for an experience Dialler Manager to join their team.

Key Responsibilities:

  • Manage the day-to-day contact centre Aspect UIP v7.3 dialer, campaign and activity planning schedule, focusing on performance and achievement of service levels
  • Design, monitor and deliver the operational dialler strategy with an effective balance between an inbound, outbound and blended environment
  • Build, monitor and maintain all outbound activity call sloping strategies
  • Design, monitor and manage weekly activity campaign schedule
  • Produce real-time performance and productivity data to support the operational management team, focusing on strong performance, quality and compliance standards
  • Monitor the team and agent performance maximum productivity
  • Analyse activity forecasts to identify gaps, improvements and changes
  • Provide contact centre activity reporting, collate, analyse and summarize data and trends, recommending strategy and models
  • Assess performance of outbound campaigns, working with Head of Operations and Analytics
  • Ensure that all dialer activity and strategies are compliant with Ofcom, business and client standards
  • Manage business projects as directed by Head of Operations
  • Chair operational management meetings to understand business objectives and target focus campaigns, identifying improved activity areas and pro-actively reviewing activity performance, recommending strategy and shift alignments
  • Work with the Head of Collections and Workforce Planning Manager to determine appropriate dialling strategies to ensure that scorecards/league table and both internal and external targets are achieved at all times What we need from you? Qualified by experience at least 3 years dialler management and planning, preferably within a collection, late stage recovery and/or debt collection industry
  • Expert technical knowledge and skills of an Aspect UIP v7.3 dialler
  • Qualified to at least A level standard * Excellent analytical skills * Proven tactical and strategic decision making and problem solving abilities
  • Strong communication skills
  • Technical skills in workforce management and planning tools
  • Advanced excel and business objectives skills
  • Proficient with contact centre metrics and behaviours

Excellent benefits included and profession opportunities.

Required skills

  • Call Centre
  • dialler manager

Reference: 34054451

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