Posted Jan 08, 2018 7 views
We over at Oval Communications are looking for an experienced Dialler manager to take responsibility for the outbound dialling management. This is an opportunity to join the Dialler Department, which will be supporting a growing outbound function and to ass significant value thorough enhanced performance by supporting the team to deliver In its delivery and sales conversions, through highly effecting Dialler analysis and management. There will be a future opportunity to help the business in assessing and producing future technologies as the team and department evolves.
Role Detail
To review, monitor and analyse dialler and activity performance, in order to identify areas of improvement and dialler efficiencies. Contributing to the management of an effective and profitable management of an operational unit, delivering exceptional performance and service on behalf of our clients, in accordance with regulatory and contractual agreements.The Dialler Manager is accountable for managing the contact centre contact strategy and technical dialler management to enhance operational performance and effectiveness, suggesting and promoting improved practices, challenge existing contact and activity models, strategy and flow paths.
- 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
- Flexibility regarding shift patterns
Job Details
Round 1 Communications
.
What is your Competitive Advantage?
Aqib Irshad
Head of HR, Training & OD
FINCA
Mona Sharif
Senior Team Lead
Konext PVT. LTD
Muzammil Baig
Digital Marketing Manager
IT Services Group
Zohaib Ali
Marketing Manager
Digital Online Devices
Zubair Anjum
Business Excellence Specialist
Nestle Pakistan
Babar Ahmed Khan
Territory Sales Manager
Engro Foods
Ayesha Shaukat
Social Media Marketing Manager
Ivoke
Sehrish Azhar
Motivational Speaker & Blogger
Living Upbeat
Usman Habib
Recruitment & Training Executive
ACS Synergy (Pvt) Ltd.
Ali Aziz
CEO
Shopistan
