With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.
We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re looking for a Dialler and Contact Centre Technology Manager to join our team and help us unleash the potential of every business.
The Dialler and Contact Centre Technologies Manager is responsible for managing and optimizing the dialling systems and other critical contact centre technologies. This role involves strategic planning, forecasting, and implementation of technology solutions to enhance customer interactions and operational efficiency. The manager will ensure that all systems are utilized to their full potential, aligning with the contact centre's strategic goals and regulatory requirements.
Dialler Strategy Management
Understanding of real-time dialler performance and make calculated adjustments to pacing, algorithms, or campaign settings to maintain efficiency.
Contact Centre Technologies Oversight
Lead the deployment, integration, and maintenance of contact centre technologies, including CRM systems, IVR (Interactive Voice Response), ACD (Automatic Call Distributor), and workforce management tools.
Ensure all systems are integrated effectively to support seamless operations and enhance customer service delivery.
Manage relationships with dialler and contact platform vendors, including contract negotiations, service level agreements (SLAs), and performance reviews.
Performance Analysis
Analyse technology performance metrics and generate actionable reports to identify trends, issues, and opportunities for improvement.
Collaborate with data teams to define lead segmentation strategies and ensure optimal lead recycling and penetration.
Forecasting and Planning
Collaborate with workforce management to ensure appropriate staffing levels and resource allocation.
Plan and coordinate technology upgrades and implementations to align with business growth and changing needs.
Work closely with the contact centre management team to align technology operations with business objectives.
Regulatory Compliance
Ensure all technology operations comply with relevant laws and regulations, including data protection and telemarketing rules.
Stay informed about changes in legislation and update policies and procedures accordingly.
Conduct regular audits of dialler operations to ensure adherence to GDPR, OFCOM, and other regulatory standards.
Identify and implement process improvements to enhance technology efficiency and contact centre productivity.
Lead initiatives to test new technologies and methodologies.
Training and Development
Provide training and support to contact centre staff on the effective use of dialling systems and other technologies.
Bachelor's degree in Business, IT, or a related field (preferred).
Proven experience as a Dialler Manager or similar role in a contact centre environment.
Strong knowledge of dialler systems and other contact centre technologies.
Ability to manage multiple projects and priorities simultaneously.
GDPR/Ofcom/Data Protection regulation experience
CRM knowledge (Salesforce Preferred)
That’s why we offer global benefits and programs to support you at every stage. A competitive salary and benefits.
Time to support charities and give back to your community.
Parental leave policy.
Global employee assistance program.