A bit about our client…
Pact are proud to be the selected recruitment partner with this market leader, as they look to secure an experienced Dialler Analyst for their inbound & outbound contact centre operation in the heart of the west midlands.
The Dialler Analyst will be responsible for leading the day to day management of all dialler activities, ensuring real time tracking of inbound and outbound contact centre performance. You will manage outbound campaign targets, developing and adjusting campaigns to optimise performance and collections.
The Dialler Analyst will operate within a high volume, multi-site environment and will ensure that data driven decisions are made which deliver a more efficient and the better customer experience offering within the market.
What you will be doing in the role…
- Tracking and reporting on the performance of inbound and outbound dialler activities
- Creation of monthly dialling strategies to optimise the performance of the campaigns and collections
- Ensuring all campaigns are compliant and meet regulatory and legal requirements
- Managing the correct routing of call flow to the relevant teams
- Improving the efficiency of the dialler schedule to maximise productivity
- Working closely with the Workforce Manage to forecast FTE requirements necessary to hit campaign targets
- Reporting on dialler metrics and providing statistical analysis of data trends within collections to maintain and improve dialler initiatives
- Identify new opportunities and leading on all dialler-based telephony projects
What our client needs from you…
- Experience of dialler management in a contact centre environment
- Have the ability to drive collaboration and constructively challenge previous ways of working
- The ability to adapt to change and make quick decisions
- Knowledge of workforce management systems
- Understanding of Budgetary and resource management, and control processes and policies
- Strong knowledge of current resource planning and MI best practice and methodologies
- Knowledge of OFCOM, DPA and GDPR regulations
- Strong reporting and analytical skills
If you the above role sounds like you and you are ready to make a real difference with one of the fastest growing companies in the UK right now, pleased forward your CV to Pact via the link provided. Thanks!