Experience Dialler Manager

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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