Dialler Manager

Job description

Dialler Manager
Leeds

Salary £30k to £40k + 3% flexible benefits + on target bonus of 10% + contributory pension

THE ROLE
A rare and exciting opportunity to join one of the fastest growing companies in the UK. We are looking for a Dialler Manager who truly wants to make an impact on our organisation. The successful candidate will be responsible for operating inter-departmentally to develop and implement dialler strategies that will drive business performance and support the customer agenda.

We have a strong track record of sustainable growth which is set to continue - the team that helps to deliver that will be rewarded for their contributions with a competitive package including market rate salaries, flexible benefits and annual bonus.

EXPERIENCE REQUIRED
• Excellent working knowledge of Avaya Dialler and CMS applications
• Experience of managing multiple contact channels in a Call Centre environment
• High degree of PC literacy essential
• Strong technical understanding of Microsoft T-SQL
• Good understanding of Avaya telephony in a call centre environment
• Excellent presentation skills
• Team management preffered
• The ability to function effectively within a highly entrepreneurial, quickly evolving environment
• Strong communications and relationship building skills, able to inspire and instil confidence in a wide range of audiences
• Knowledge of OFCOM and FCA guidelines
• Relationship Management

KEY RESPONSIBILITIES
Reporting to the Head of Business Optimisation your responsibilities will include:-

• Accountable for the day-to-day maintenance and running of multiple auto diallers.
• Accountable for Dialler enhancements
• Ensuring full Dialler compliance at all times
• Ad hoc Project work
• Bespoke Dialler analysis and reporting
• Best time to dial analysis and recommendations
• Knowledge Transfer
• Operate inter-departmentally to develop and implement dialler strategies that will drive business performance and support the customer agenda.
• Engage with 3rd party suppliers for strategic technology requirements.
• Accountable for the day-to-day management of multiple customer contact channels including Dialler, IVR, SMS and Email.
• Accountable for Compliance and Controls across multiple contact channels
• Maintenance of multiple contact channel technologies to ensure optimum function and minimal downtime
• Developing and lead a team of Dialler/Senior Dialler Specialists
• Scheduling and collections forecasting across multiple channels (Dialler, IVR, Email, SMS)
• Utilising multiple contact strategies to optimise and drive collections performance

SKILLS AND COMPETENCIES
• Problem solving skills
• Excellent oral/written presentation skills
• Excellent analytical/numerical skills
• Ability to interpret data and make appropriate recommendations
• Time management & organisation skills
• Concern for accuracy & attention to detail

LOWELL GROUP
One of just 200 companies to hold Champion Investor in People status our customer service is currently rated as ‘outstanding’ by Investor in Customers, the UK’s leading customer experience consultancy. We are a leading provider of credit management services specialising in collection, data analytics and customer insight. Our Leeds office is our headquarters and also the centre for our debt purchase business.

Through our debt purchasing arm we work with a range of creditors and service providers including banks and mobile phone companies. We buy their non-performing accounts, and then work with each individual customer to establish and agree a tailored repayment plan based on their circumstances.

With 14 million owned accounts and 800 team members we set up over 130,000 new arrangements, make and receive over 3 million calls and send 4 million letters a month.

Our strong track record of success is based on great people giving 100% commitment to deliver great results both for our customers and for our business.

REWARD PACKAGE
• Competitive salary, annual bonus and pay reviews, contributory pension and 3% flexible benefits pot with options including cycle to work, critical illness, dental insurance, childcare vouchers, travel insurance, dining club and retail discounts.
• Ability to buy and sell up to one week’s worth of holiday subject to start date
• Free shuttle bus from Leeds City Centre
• Subsidised restaurant and free on-site gym
• A range of incentives designed to communicate, connect, develop, involve and recognise our team
• 11-strong learning and development team offering a range of internal and external programmes and financial support for qualifications to support career progression

If you wish to be considered for this superb opportunity and to join a winning team, click apply and attach your CV. You must be eligible to work in the UK.