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Dialler Manager

Dialler Manager 

As a Campaign Manager we'll look to you to manage dialler functionality and agent performance, to support ResQ in delivering excellent service and high volumes of compliant sales to our customers.

You'll build relationships with key stakeholders, including Operational Managers and the Dialler Managers in Hull, whilst proactively using your analytical skills to drive outbound performance.

Key Deliverables


  • Managing compliance with OFCOM / ICO / DMA / DPA regulations - ensuring that our controls are fit for purpose and adhered to at all times
  • Developing and implementing innovative dialling strategies, based on sound analysis and authoritative expertise
  • Purchase high performing data
  • Manage effective ‘Data Supplier’ relationships
  • Drive operational performance, using management information and analysis, and acting as a management information champion to give insight into call centre performance
  • Analysing and publishing campaign and colleague performance to identify areas for improvement, risks and opportunities
  • Creating an effective communication network, liaising with key stakeholders across the business to continually improve campaign performance

Accountabilities


  • Manage feedback to key stakeholders and suggest improvement
  • Accept responsibility for data management and dialling strategies
  • Manage and monitor recycling rules in line with contract terms and legislation
  • Analyse performance of data using various reporting tools utilising information identified to prepare a complex dialling strategy, to maximise performance in all areas
  • Ensure agents and Team Managers are performing as per expectation and feed back into Operational stakeholders where this is not the case.
  • Manage silent call rates in line with regulatory and contractual obligations.
  • Ensure that proactive measure are taken to mitigate breaches in silent call rates and be able to demonstrate this approach if Audited by an external party
  • Report breaches of silent call percentage to the business, investigate reasons for breach in line with standard procedure ensuring proactive steps are taken to correct procedures and mitigate risk moving forward
  • Proactively manage Agent behaviour’s surrounding logging and dispositioning of calls through the management team
  • Spot trends and act accordingly to understand and improve negative behaviour’s surrounding data usage and performance within campaign and sub campaigns and report
  • Analyse data on a daily basis, detailing customer connect rate, opportunities to sell, sales volumes, file penetration and propensity
  • Spot trends and implement corrective actions and insight into data performance (SPH, OTS, Penetration etc.)
  • Liaise with operational management ensuring objectives and strategies are aligned and planning is robust and recorded for Audit
  • Complete monthly Audits to ensure compliance to PECR and OFCOM / ICO guidelines
  • Analyse call centre data to identify trends and prioritise information that has a direct impact on performance
  • Generation of custom MI reporting in line with business requirements providing the operational teams with the information they need to succeed
  • Focus on continuous improvement of presentation of MI data utilising all available delivery methods to achieve the best possible result
  • Preparation of detailed build plans and forecasts for the Quarter to a stringent level of accuracy

Equipment


  • Noetica Dialling Platform
  • Microsoft Office Applications
  • Exchange Mail/365

Qualifications/Experience Required

Desirable


  • Previous experience in a similar working environment – Contact Centre Outbound/Inbound
  • Experience managing automated diallers
  • Previous experience within similar role
  • Previous data purchasing experience
  • Managing diallers in a fast paced sales environment

Essential


  • Ability to creatively solve issues/concerns
  • Excellent attention to detail – being able to easily spot issues and flag areas for concern
  • IT proficient in required Microsoft packages
  • Excellent communication skills – liaising directly face to face or by telephone/email
  • Solution driven and focused on KPIs
  • Focused and able to think on feet in demanding environment/situations
  • Able to be flexible in an ever-changing environment
  • Positive with can-do attitude
  • Resilience and tenacity
  • Conscientious and reliable
  • Ability to build and maintain networks with colleagues

This is what we ResQ can offer


  • A fantastic working environment
  • Staff canteen
  • Staff benefit portal (BHSF) with discount and salary sacrifice schemes
  • Company Pension Scheme
  • 28 days holiday (includes 8 Bank Holidays)
  • Free parking
  • Day off for your birthday
  • Plus staff incentives

If you are interested we would love to hear from you!  Please attach your CV to the link provided and we will be in contact - Good Luck! 



  • Start: ASAP
  • Duration: Perm
  • Rate: Negotiable
  • Location: Seaham
  • Type: Permanent
  • Industry: Customer_services
  • Recruiter: Hiring People
  • Contact: Hiring People
  • Email: to view click here
  • Reference: DM Seaham Sept 2017
  • Posted: 2017-09-25 14:16:37 -

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