Job Ref: 213091338

Date: 2021-01-28 10:29:30

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Our client is a long established call centre and they are moving from their current telephony platform at the end of March and because of this they require a temporary (9 -12 month contract) Telephone Dialler & Resource Planning Manager to assist them with implementing, design and build of a telephony platform and ongoing project management.
Duties will also involve managing multiple campaigns utilising predictive, preview and progressive dialing. 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.
Providing relevant and timely information to key stakeholders, you will maximise and increase right party contacts within both departments, whilst also managing all aspects of agent adherence, ensuring maximum agent utilisation.
You will need to ensure sufficient resource across the teams using call forecasting to assess headcount requirements in the short, medium and long term and provide cover as necessary across the core operational hours.
Main Responsibilities & Duties
* Optimise revenue through delivery of innovative strategies
* Analysis and reporting on dialler & contact data to inform strategic decisions
* Manage inbound and outbound campaigns
* Development and creation of new campaigns
* Implement positive changes to improve contact rate, talk time and campaign productivity
* Ensure 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
* Create and review reporting for all systems across the contact arena offering reports, suggestions and feedback with the aim to continually improve productivity and right party contact
* Real time management of dialler and outbound data effectiveness
* Technical support
* Involvement in ad-hoc projects
* Be fully conversant and ensure all company and departmental policies, procedures and standards are adhered too at all times.
* Carry out additional duties requested by a member of the management team, as the requirements of the business demand.
* Attend training, meetings and company events.
* To comply with Health and Safety policies and procedures.
Skills/Requirements
* Proven track record of dialer and other contact centre systems management
* Including the planning and implementation of a Telephony platform including initial configuration
* 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 dialer planning
* Ability to train and coach in a clear and professional manner ensuring directional clarity is achieved
* Proven track record of organisational and prioritisation skills
* Ability to work to agreed performance targets
* Versatile, with the ability to adapt quickly to the changing needs of a rapidly developing business.
* Ability to demonstrate flexibility regarding working hours in order to meet the business needs
* Ability to engage and manage all expectations from agent to Senior Management level
* Forecasting experience across multiple channels/mediums
Please send your cv to Adrian Browning at Executive Sales Recruitment via the apply button

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