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About Us:
At Consultation Claims we are committed to fostering growth, innovation, and continuous improvement. We believe in empowering our people with the tools and knowledge they need to excel. As a Dialler Manager, you will play a key role in ensuring that our dialler systems run smoothly, effectively, and in line with business needs. You will lead the strategy and performance of dialling campaigns, oversee dialler configurations, and work closely with operations to maximise efficiency while complying with relevant regulations.
Key Responsibilities:
* Lead the development and implementation of dialler strategies to optimize contact centre performance.
* Manage the configuration, optimisation, and maintenance of predictive and automatic dialler systems.
* Regularly analyse dialler performance, identifying and addressing bottlenecks, inefficiencies, and opportunities for improvement.
Reporting & Analytics:
* Generate detailed performance reports on dialler statistics, call outcomes, and agent productivity.
* Collaborate with senior management to provide insights and recommendations based on dialler data.
* Monitor call abandonment rates, service levels, and other KPIs to ensure compliance with operational standards.
Campaign Management:
* Work closely with the operations team to design and implement dialling campaigns that align with business goals.
* Ensure dialler strategies and settings align with campaign objectives and regulatory requirements.
* Troubleshoot and resolve any issues related to dialler systems, ensuring minimal disruption to operations.
* Collaborate with IT and technical teams to ensure systems are running efficiently and are regularly updated.
* Delivery and maintenance of Task Management Tool within the dialler configuration
Compliance & Regulation:
* Ensure dialler activities comply with all industry regulations, including but not limited to data protection, GDPR, and call centre regulations.
* Maintain up-to-date knowledge of relevant regulations and ensure that dialler processes adhere to legal standards.
* Provide training and support to team members on best practices for using dialler systems.
* Collaborate with other departments such as IT, operations, and compliance to ensure seamless dialler performance and overall business success.
* Manage relationships with dialler vendors and service providers.
* Ensure that vendors meet contractual obligations and performance standards.
Qualifications:
Experience:
* 3+ years in dialler management or contact centre operations or telephony environment
* Strong experience with dialler systems, such as [Connex, Aspect, Noble, Genesys, Avaya, etc.].
* Implementation of workforce task management tools
* Understanding of contact centre KPIs and performance metrics.
Skills:
* Excellent analytical skills with the ability to interpret data and generate actionable insights.
* Strong problem-solving skills, with the ability to troubleshoot dialler and system issues.
* Knowledge of telephony and CRM systems.
* Exceptional communication skills and the ability to collaborate with cross-functional teams.
Why Join Us:
* Competitive salary and benefits package
* A dynamic, inclusive, and collaborative work environment
EEO statements and additional legal disclosures can be added here as required.
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