Job Details
Job Ref: 212929960
Date: 2020-12-21 12:38:17
Agria Pet Insurance has a fantastic opportunity for a Dialler & Resource Planning Manager to join our team based in Aylesbury. You will join us on a full time, fixed term contract lasting 9 months covering maternity leave. In return, you will receive a highly competitive salary plus benefits.
This role initially homebased, and candidates must have excellent home broadband connection in order to run our systems.
Agria Pet Insurance Limited administers a range of pet insurance policies including those on behalf of The Kennel Club and other affinity partners, providing peace of mind for owners and the best possible care and protection for their pet. We have been named one of the UK’s best workplaces for 2020 so this is an exciting time to be joining our team.
In return for joining us, we will offer you a whole array of benefits including:
– 25 days holiday plus 8 bank holidays
– Holiday buying and selling scheme
– A day off on your birthday
– A competitive pension and life assurance scheme
– Discounted gym membership
– Online and high street discounts
– Social events and so much more
About the role:
As our Dialler & Resource Planning Manager, you will be responsible for managing multiple campaigns utilising predictive, preview and progressive dialling. You will assist in ensuring the effective use and full compliance of the dialler and all other contact systems. You will be responsible for in-depth planning, reporting and analysis ensuring that all team members are kept up to date with the relevant requirements on an ongoing basis.
Responsibilities as our Dialler & Resource Planning Manager will include:
– Optimising revenue through delivery of innovative strategies
– Analysing and reporting on dialler & contact data to inform strategic decisions
– Managing inbound and outbound campaigns
– Development and creation of new campaigns
– Implementing positive changes to improve contact rate, talk time and campaign productivity
– Ensuring that all contact strategy decisions remain compliant with both internal and external regulations
– Day to day leadership of the Workforce Planning function to provide accurate capacity plans
– Creating and reviewing reporting for all systems across the contact arena offering reports, suggestions and feedback
– Technical support
What we are looking for in our Dialler & Resource Planning Manager:
Essential Qualifications, Skills and Experience:
– Proven track record of dialler and other contact centre systems management
– High level of analytical skills with a keen attention to detail
– High level of computer literacy
– Proactive and considered impact analysis of data driven from contact systems
– Ability to identify and provide the most appropriate presentation methods to differing role and knowledge levels across the business
– High level of data manipulation skills via Microsoft excel & SQL databases
– Knowledge of business strategy to inform dialler planning
Desirable Qualifications & Experience:
– Knowledge of the Teleopti WFM system both Web and Local versions
– Enhanced knowledge of managing projects to conclusion
– Managing a contact centre that is a mix of home and office based
Don’t miss out on this fantastic opportunity to join the Agria team – please click ‘apply’ now to become our Dialler & Resource Planning Manager or visit our company website for a full job description.
All successful applicants are subject to a background and criminal record check.
Any personal data that you provide to us will be used for the sole purpose of processing your job application. This information will be kept for up to 6 months from the date that it is received based on our legal obligation under employment law
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