We are looking for an experienced Dialler Manager to join an amazing business in their Manchester site. The individual we seek will be used to working in a highly fast paced Contact Centre operation and will look after the business Connex Dialler Manager (Previous Connex Dialler management experience, Excel & SQL).
Key Responsibilities:
- Responsible for building & maintaining accurate dialler call forecasting & scheduling for the business.
- Delivering dialler analysis of contact volume trends to ensure accurate call forecasting for the business.
- Develop and deploy the right dialler process to optimise the process of call forecasting and tracking.
- Develop the right dialler process for the CRM & dialler integration.
- Manage the dialler schedule process and operate to maximize staff satisfaction & output.
- Build real-time dialler operation visualisation to improve the supervising operation efficiency
Technical skills and Abilities
- Have experience in managing Connex Dialler system.
- Highly numerical, with extensive experience of using SQL, Excel for data collation and analysis
- Proven track record of maintaining high levels of dialler forecasting in a fast-paced industry.
- Can prioritise own workload and deliver to tight deadlines, whilst maintaining attention to detail
- Knowledge of progress monitoring and reporting
- Having an analytical approach to problem solving
- Computer literate in like all Microsoft packages, google apps, BI tool and SQL with the ability to learn new skills
- High levels of numeracy, accuracy and attention to detail as well as good grammatical and spelling skills
- Strong leadership qualities that can motivate and guide a team.
- Excellent interpersonal skills , with willingness to co-operate and work effectively as part of a team, including with external suppliers and providers
- Able to solve problems with minimal supervision
- Willingness to be flexible as and when required
- Able to lead by example in a vibrant working environment
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