Job Ref: 215820372

Date: 2022-02-15 15:16:39

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Agria Pet Insurance has a fantastic opportunity for a Dialler & Resource Planning Manager to join the team. This is a hybrid role, you will work 2 days in our Aylesbury office and 3 days at home. You will join us on a full-time, permanent basis and in return, you will receive a competitive salary of up to £40,000 – £50,000 per annum depending on experience, plus benefits.

Working hours: 35 hours per week, Monday to Friday, 9am – 5pm.

Agria Pet Insurance is one of the UK's leading specialist pet insurance providers. We only provide insurance for animals, so truly understand and care about our customers and their beloved pets.

Working closely with animal welfare organisations, vets and breeders, gives us deep insight into what's best for pets. We give back too – including supporting hundreds of animal rescues, protecting over 80,000 rescued animals, and through donations of over £1m to animal charities.

We are a strong, growing business with a supportive ethos and family feel. We became one of the UK’s Best Workplaces™ in 2020, were awarded Most Trusted Pet Insurer in 2021, and are proud to be one of the only carbon neutral pet insurers in the UK.

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 assist in ensuring the effective use and full compliance of the dialler and all other contact systems and 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.

You will also provide relevant and timely information to key stakeholders, whilst also ensuring sufficient resources across the teams using call forecasting to assess headcount requirements and providing cover as necessary across the core operational hours.

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

Carrying out 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 with the aim to continually improve productivity and right party contact

Real time management of dialler and outbound data effectiveness

What we are looking for in our Dialler & Resource Planning Manager:

A proven track record of dialler and other contact centre systems management, including the planning and implementation of a Telephony platform including initial configuration

High level of analytical skills with keen attention to detail

High level of computer literacy

Ability to identify and provide the most appropriate presentation methods to different roles 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

Ability to train and coach clearly and professionally ensuring directional clarity is achieved

Proven track record of organisational and prioritisation skills

Ability to work to agreed performance targets

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

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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