Dialler Manager

£40,000 | Kilmarnock | Permanent
Posted 5 months ago

Dialler Manager wanted for a large European financial company, based in their office in Scotland.

The Dialler Manager will be responsible for managing and leading the dialler function and resource planning processes for our UK operations. Working in a fast-paced, busy environment. Experience will also be needed of forecasting and planning for a multi-channel environment (Dialler, inbound, SMS, email, webchat) where you will be a key partner reporting into the Head of Dialler Services.

The Dialler Manager will also be required to manage a team of people and will be responsible for training, development, performance reviews and all day to day staffing queries.

Main Duties and Responsibilities
• Lead, manage and optimise the dialler operations across the relevant areas of control.
• Fully understand and work towards all OFCOM guidelines to ensure compliance
• Own the Headcount model and recruitment requirements for the relevant jurisdictions. Use effective method for short and long-term forecasting of all channels to ensure the right staffing levels are put in place.
• Contribute to the broader company objectives.
• Oversee with IT any contact centre specific system updates/changes.
• Seek out new technology to support the Resource Planning strategy with a keen emphasis on driving efficiency and customer satisfaction.
• Manage the creation and delivery of MI to Managers and Team Leaders in the contact centre.
• Plan, schedule and deploy resources required to meet the operational needs for special operations, pre-planned events and unforeseen circumstances
• Record and manage long term and short notice abstractions to maintain reliance levels, continually revising duties to ensure demand is met
• Implement amendments to shift patterns and ensure staff are provided with rotas and shift changes in a timely manner
• Monitor staff working house to ensure adherence with Working Time Regulations and to safeguard the health and safety of individuals
• Undertake regular audits to ensure employees personal and professional information is correct and up to date and provides information to the Resource Manager of any areas of concerns
• Experience in optimising performance across contact centres and delivery channels, aligning performance in Front and Back Office to deliver effective and efficient customer service.
• Proven experience of leading an effective multi-discipline team, driving performance and delivering results.
• Organised and detailed with excellent analysis, budgeting and presentation skills.
• You will have experience of Workforce Management tools, manual technologies and telephony though any similar technologies are also a strong advantage. Although this is a strategic role, it is also a very hands-on position.
• You will take full responsibility for the development of your direct reports, and the wider team, in a Resource Planning Management capacity.
• Working at a senior level there will be a requirement for stakeholder engagement throughout the business to scope requirements, drive best practice and build cross-departmental relationships to optimise the business/resource planning function.
• Monitor dialler performance against agreed service standards
• Manage operational staff to ensure maximum productivity of staffing through real time monitoring and effective scheduling
• Monitoring inbound lines and ensuring call abandonment rates are within SLA
• Manage the WFM system and apply changes where necessary to maximise efficiencies
• Liaise and communicate with all levels of the business from the local servicing directors to Operations Managers, Team Managers and agents.

Required Skills & Knowledge
• Very strong management skills including excellent stakeholder management.
• Proven ability to lead and manage diverse teams across multiple sites.
• Proficient in all MS Word packages, particularly Excel and Word
• Extensive knowledge of a diallers are a must.
• Excellent understanding of resource planning methodologies
• Excellent understanding of dialler operations
• Knowledge of SQL would be advantageous
• Strong mathematical, analytical, communication and organisational skills
• Ability to work well in a pressurised and competitive environment
• Knowledge of contact centre fundamentals
• Experience of working within multi-site contact centre environment
• Conduct self in a professional and appropriate manner at all times
• Ability to adapt to an ever-changing environment
• Respond in a positive manner to coaching and take ownership of own development
• Ensure adherence to Compliance Practices.

For more information about this role, please contact:

Andy Roberts

01442 285 016

See Andy Roberts's jobs
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