Job Description

Are you a Dialler manager or workforce planning manager with 2-3 years experience?

Are you looking for a new opportunity?

The Dialler Manager will be responsible for the end to end process of creating, maintaining and maximising the dialler within telephony operations. This includes the running of campaigns, agent availability, blending in and outbound and maintaining appropriate cover to maximise the ability of the dialler. Delivery of the resource planning cycle is key to the strategic vision of the business; therefore, elements of real time management and support is required.

Main Responsibilities

Manage the day to day running of the dialler
" Optimise the new technology
" Ensure forecasts, schedules and real time support for our Contact Centres in Customer Intake to appropriately manage the dialler across all business hours
" Build and change campaigns
" Create bespoke agent productivity reporting via daily dashboards
" 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 campaigns are compliant and meet all regulatory requirements, including but not limited to DPA and FCA
" Own the MI and reporting to advise how the dialler is working and real time changes required
" Day to day management of the dialler- campaign management, monitoring and real time changes to optimise the technology
" Enhance the technology and unlock new modules to optimise
" Manage skill sets, shifts, volumes to ensure we maintain occupancy and availability times
" Actively challenging the processes and techniques governing the workflow between forecasting, modelling and demand management by identifying areas for improvement based on market leading and proven methodology, communicating recommended resolutions and implementing these
" Analyse reports produced within the WFM tool and 8X8 system to understand on the day performance and the delivery of the resourcing plan, feeding back and suggesting improvements
" Support the real time management of the Contact Centre's by monitoring performance and engaging with Ops Managers and team managers to drive performance and schedule adherence
" Create real time MI, breach reports and trend analysis to allow us to make management decisions
" Support in providing real time, weekly, and monthly reporting for the business to understand resource planning effectiveness


The Ideal Candidate:

Skills & Experience
" Previous Dialler Campaign Management experience essential
" Proven experience of capacity/resource planning
" 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
" 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 FCA and other Regulatory Bodies
" Experience of 8x8 system desirable but not essential

Hours of work : Mon - Thur 12 - 8pm Fri 10am - 6pm

If this is of interest to you please click apply or call Caroline on 0115 8793500