Purpose of role:
To support the Dialler Operations Manager and collaboratively work with the local operational management teams and efficiently manage the dialler and data allocation on a
Real time monitoring the performance of the dialler function and identify anomalies in performance to target and escalate adherence and performance issues where appropriate.
- Real time monitoring of the internal helpdesk - Manage, own, and resolve queries and tasks within SLA.
- Utilise the dialler effectively to ensure wait times are reduced and opportunity performance is positively impacted.
- Identify, own, and escalate where required incidents affecting department real-time performance. Ensure accurate recording of impact and optimisation of productivity.
- Monitor feedback regarding data quality and escalate any issues impacting dialler performance to the dialler manager.
- Produce Intraday & Daily analysis of hourly performance, volume & operational performance and end of day reporting.
- Monitor co-worker schedule adherence and telephony stats, providing real-time feedback where required as well as regular reporting to management.
- Own and administer Operations wallboards, providing accurate real-time performance data to stakeholders and making recommendations for improved utilisation.
- Interpret intra-day contact centre performance, identifying trends.
Skills & Qualifications:
- Experienced in working with diallers.
- High level of verbal and written communication skills.
- PC Literacy with strong knowledge of MS Office Applications and excellent experience of Excel.
- Demonstrate competent use of Microsoft Office.
- Demonstrate the ability to make independent decisions where required whilst working effectively as part of a team.
- Present information in a variety of styles dependent on the situation/message required.
- Previous experience of working with Diallers in a real time capacity.
- Experience in Finance or Card Payment industries would be advantageous.
- Experience of working in a resourcing capacity is advantageous
- Experience or Knowledge of the Elsbeth Dialler is advantageous.