The collections & Recoveries team need a Dialler Analyst/Manager to ensure they are making the best of their Rostrum dialler and gaining maximum returns.
This is a new role where you can walk the talk and will have the opportunity to be creative and come up with new strategies and ideas.
As a Dialler Analyst you will improve our productivity, accuracy and results while maintaining the highest level of regulatory compliance. You will be pro-active, able to produce accurate, fast and meaningful data upon which you and the collections manager can quickly act upon as well as being able to produce accurate forecasts so we can get the best use of the dialler every day.
A day in the life:
? Maintenance of users, campaigns and dialling parameters of the dialler within OFCOM regulations, deliverables and controls
? Design and configuration of inbound and outbound call flow to maintain maximum effectiveness from an operational and customer experience point of view
? Forecasting & scheduling the dialler and data performance - working alongside the collection managers to deliver a unified strategy
? Constant and consistent monitoring and assessment to maximise productivity within the dialler platform, such as campaign management & build, penetration, assigning and re-assigning resource to campaigns as needed to ensure both inbound and outbound stay compliant and effective
? Reporting key MI results as required, this could be hourly daily weekly or monthly, communicating to the collection managers any challenges as soon as they are identified
? Identify through analysis of dialler data and data from our CRM trends to refine strategies, ensuring all service levels are maintained. Actively making suggestions and recommendations to further optimise our performance and service
? Maintain accurate preventative and detective risk controls for reporting
? You'll have a full understanding of regulatory compliance (OFCOM)
? You'll be experienced in a similar dialler manager/analyst role preferably within a contact centre environment
? You are a wizard in Excel and Word
? You've got experience and knowledge of contact centre fundamentals
? You have a proactive approach to maximising dialler and contact strategies; we want you to tell us what we don't know before we ask!
? You have excellent analytical and communication skills
They need someone NOW so please get in touch ASAP.