Dialler Manager
Department: Debt Recovery
Employment Type: Permanent - Full Time
Location: Derby, UK
Description
The Dialler Manager plays a pivotal role within the Debt Services Department within Flint Bishop. You will be responsible for overseeing and optimising processes related to our customer communications systems.
This includes monitoring and reporting against the systems, staff, and workflows to ensure efficient and effective call handling, service delivery, and problem resolution. To work closely with the management to team to deliver against the operational plan for the Debt Services Department.
The Dialler Manager will report into an Operational Lead and is based onsite at our Derby head offices Monday to Friday.
Key Responsibilities
* Configure, monitor, and maintain the outbound dialler system (Genius and BT Cloudwork) to ensure effective customer engagement and successful campaign delivery in line with recovery objectives.
* Create, manage, and optimise dialling and SMS campaigns based on the daily plan, which outlines which accounts require outbound contact each day. This includes prioritising campaigns for calling and texting in line with recovery objectives and available resources
* Analyse dialler performance, agent productivity, contact rates, and service levels and make adjustments in real-time to achieve service level and planned outputs
* Monitor real-time and trends of performance and provide insights and produce performance/adherence reports for management, combined with issues, opportunities and actionable recommendations
* Monitor agent performance levels and conduct real-time interventions and manage team-leader escalations as appropriate
* Ensure the correct jobs are run within the department CRM (Liberate) following outbound call attempts and text sends, so that customer account records remain accurate and up to date.
* Collaborate with the Operations Manager and Team Leaders to coordinate the volume and timing of outbound text campaigns, ensuring they align with agent availability and daily plan strategies.
* Provide real-time performance stats and forecasted dialler performance to Team Leaders to support informed decision-making and proactive team management throughout the day.
* Responsible for workforce scheduling – including but not limited to, day to day Rota scheduling, annual leave forecasting and centralised approval to ensure appropriate cover is maintained across all dialler campaigns
* Responsible for ensuring dialler service levels are consistently maintained and workload levels managed.
* Assist other departments such as Quality Assurance, Finance, and Compliance by completing ad hoc tasks or providing relevant data and insights to support their operational needs
Skills, Knowledge and Expertise
* Minimum of 2 years of experience in managing campaigns in a B2B environment.
* Proven track record of optimising dialler systems for increased efficiency and revenue growth.
* Strong project management and campaign planning skills.
* Excellent communication and collaboration skills.
* Analytical mindset with a focus on data-driven decision-making.
* Exceptional attention to detail.
* Effective time management in a fast-paced, deadline-oriented environment.
* Ability to organise, prioritise, adapt to change, and excel in a fast-paced team environment.
Disclosure will be required in the event that a position is offered. Financial checks will be required in the event that a position is offered.
Benefits
What we offer?
* Competitive salary
* Bonus potential
* Career development opportunities
* 25 days holiday plus bank holidays
* Options to buy & sell 1 week’s holiday
* 1 week’s holiday carry over
* Extra day off for your birthday
* Staff card discount scheme for local shops
* Social days and evenings on the firm
* Staff discounts on legal services
Positive Work Environment
* Be part of a supportive team that values collaboration and teamwork.
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