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Dailler Manager

Red Dot Recruitment
Job LocationWythenshawe
EducationNot Mentioned
Salary£30,000 - £35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Dailler ManagerFull-time, Permanent£30,000 - £35,000 DOERed Dot Recruitment are currently working in partnership with a bright & vibrant client who work with some of the UK’s leading communications brands. Our client is passionate about the delivery of professional expert advice through the power of communication and continuously strive to stay one step ahead. Our client believes in developing their team and investing into their people and as a company, they have exciting growth plans for 2021; starting with an exciting opportunity for an Dailler Manager to come on board!The Dailler Manager role: As a Dailler Manager, you will be responsible for managing multiple environments and campaigns through different communication channels including Inbound, Outbound voice, SMS, Email and Web Chat. You will be responsible for in-depth planning, reporting and analysis ensuring that all performance and achievement of service levels, KPI’s are met whilst supporting the Head of Dialler and all other key business stakeholders.Dailler Manager daily duties:

  • Manage the day-to-day contact centre with Connex One omni channel solution focusing on performance and achievement of service levels
  • Create and manage Omni Channel, predictive outbound or blended dialling services for the campaigns with respect to applications, priorities, table definitions, Import/export raw files, filters, dial orders, call data definitions, disposition plans and schedules
  • Assess performance of outbound campaigns, working with Operations, Data and Client Services
  • Analyse activity forecasts to identify gaps, improvements, and changes
  • Provide contact centre activity reporting, collate, analyse, and summarize data and trends, recommending strategy and models
  • Implementing positive changes to improve contact rate, talk time and campaign productivity
  • Creating and reviewing reporting for all systems across the contact arena offering reports, suggestions, and feedback Technical support
  • Development and creation of new campaigns
  • Optimising revenue through delivery of innovative strategies
  • Design, monitor and deliver the operational strategy for each campaign
  • Working with Key Stakeholders to develop an effective strategy based on key business and performance KPI’s
  • Produce real-time performance and productivity data to support the operational management team, focusing on strong performance, quality, and compliance standards
  • Monitor the team and agent performance maximum productivity
    • Benefits of the Dailler Manager role:
  • A professional & fun working environment
  • Development and progression opportunities
  • Onsite parking
  • Onsite canteen
  • Good public transport links
  • Recommend a Friend opportunities
    • Essential Requirements of the Dialler Manager
  • Qualified by experience at least 3 years dialler management and planning
  • ConnexOne Omnichannel / Dialler and other Contact Centre systems management including the building, planning and implementation of a Telephony platform including initial configuration
  • Experienced of working in a fast-moving environment
  • High level of data manipulation skills via Microsoft excel & SQL databases
  • WFM system experience both Web and Local versions
  • Project Management
  • Proven track record in creating, developing, and managing successful behavioural and attitudinal change initiatives and understanding change/effect product and service performance and consumer behaviour techniques
  • Extensive knowledge of creating omni channel propositions, with experience of reengineering processes and systems in a Front Office environment
  • Significant omni channel experience, such as SMS, Email and Chat
  • Experience in performance & campaign management in a Contact Centre environment
  • Advanced user of Microsoft Excel and SQL
  • Ability to manage relationships at all levels both internal and external
  • Self-motivated and pro-active with the ability to influence performance within the Contact Centre
  • Analytical and strategic
  • Proven tactical and strategic decision making and problem-solving abilities
  • High level of analytical skills with a keen attention to detail
  • Proactive and considered impact analysis of data driven from contact systems
  • Ability to identify and provide the most appropriate presentation methods to differing role and knowledge levels across the business
    • Salary: £30,000 - £35,000 per annumHours: Mon-Sun – rotas between 08:00 – 20:00 over a 5 days per weekFull-time Permanent. Immediate starts available. To APPLY for the Dailler Manager role, click APPLY below and we will be in touch with you. Keywords: Dailler Manager, Omni Channel, Senior, Executive Required skills
  • Dailler Manager
  • Omnichannel Manager

    • Keyskills :
    Dailler Manager Omnichannel Manager

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