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Dialler Manager

Posted By: Bright Finance Ltd
Address:
Contact: 0800 0192 612
Date Posted: 17th Nov 2008
Salary: £Competitive
Location: Sheffield (S35 2PY)
Reference Code: DM
Views Since Posting: 71
Full Description:

DIALLER MANAGER
£24K - £26K PLUS BENEFITS

JOB OVERVIEW:

The role is to manage the dialler system parameters and procedures to ensure maximum efficiency and effectiveness, ensuring coverage of available data, delivery of operational MI to the management team and maximise the available resource, while meeting required SLA’s and targets.

MAIN RESPONSIBILITIES:

Develop and maintain internal control, setting benchmarks and giving feedback on data performance and recommended actions

Maximise the output of the contact centre with the available resources while maintaining required levels of compliance, service and quality

Work towards meeting the business goals set out through effective delivery of blended workloads to the available resources, primarily through the operation of a predicitve dialling tool

Develop and produce performance information with which to inform, engage and influence various levels of operational management

Maximise the output of the dialler operations to deliver the maximum output with the available resources

Plan and implement daily campaigns altering to maximise output if necessary

Monitor, report and comply with all compliance and SLA’s regarding dropped calls and abandon calls

Create and administer daily dialler campaigns based on the strategies provided

Monitor all campaigns, call traffic, assist in determining appropriate staffing availability to ensure successful campaigns and alerting management of problems

Provide assistance for all contact centre technologies including troubleshooting, problem solving and the deployment or implementation of call centre technology

Provide input for daily campaign calling and report on the performance of campaigns

Accountable for the daily setup of and monitoring of calling campaigns, strategies and reports within the operational department

Recommend and implement calling strategies and data selections by measuring the success and failure of campaigns through reporting and auditing dialler lists to ensure campaign effectiveness

Monitor outbound and inbound call volumes, staffing levels and abandon rates

ESSENTIAL KNOWLEDGE AND SKILLS REQUIRED:

Knowledge of call centre technologies, specifically ACD's, IVR's, Digital Call Recording and Workforce Management systems

Detailed understanding of outbound campaign delivery and management within a blended environment

Understanding of OFCOM and DMA guidelines required

Substantial experience of an AMCAT dialler, a predictive dialler, associated software and a contact centre environment

Experience in developing and delivering MI and reporting within a contact centre

Ability to produce MI based on data performance and make recommendations for future strategy

Project management, data management and change management experience

Transact SQL experience an advantage

Excellent planning skills with the ability to effectively priortise workload

Effective communication skills with the ability to communicate at all levels

Excellent judgement and decision making skills

A strong analytical problem solver with a high-degree of accuracy

BENEFITS:

In return for your efforts you can expect to receive a generous basic salary, pension, free critical illness, life assurance, income insurance, health care scheme, free local gym and real opportunities for personal development and promotion

HOW TO APPLY:

Click on the apply button, visit our website at www.brightfinance.co.uk/careers or telephone 0800 0192 612 for more information.