Dialler Manager

We are currently recruiting for an experienced Dialler manager to join our growing clients' business in Bury.

Working on the Conex One Dialler system you will be required to manage the day to day contact centre analytics.

Campaign and activity planning schedule, focusing on performance and achievement of service levels.

Design, monitor and deliver the operational dialler strategy

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

Create and manage predictive outbound or blended dialling services for the campaigns concerning applications, priorities, table definitions, Import/export raw files, filters, dial orders, call data definitions, disposition plans and schedules

Assess the performance of outbound campaigns, working with Operations Manager, Team managers and New Business Manager

Take note of the amount of data in each SQL rule, change percentages based on how much data is in each pot, change speed depending on average wait times.

To apply for the role we are looking for a candidate with the following requirements

Excellent work ethic, ambition, and desire to succeed

A positive, can-do attitude

A good sense of humour - we are a friendly team and work hard to create a positive office culture and environment.

Experience of working with Dialler management and planning alongside experience of working with Dialler solutions/software

Expert technical knowledge and skills of Connex One

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

Hours

Monday – Wednesday 9:00 am – 7:00 pm

Tuesday & Thursday 9:00am – 8:00pm

Friday - 9:00am – 2.00pm

Location: Bury | Salary: 30000 - 33000 per year | Job type: Permanent | Posted: 01/01/0001