Dialler Technician - Merthyr Tydfil

Undisclosed Company
Merthyr Tydfil
£22000 per annum
30 Nov 2016
14 Dec 2016
Manpower UK
Job Type

Overall Purpose of Post

The overall purpose of this post is to manage and develop the incumbent group dialler functionality to ensure cross site contact centres are always operating at optimal efficiency and effectiveness. This will be supported by and carried out in collaboration with the Contact Centre Workforce and Planning Manager.

The overall objective will be met by implementing all required reporting and monitoring capability to ensure the operational effectiveness of the Contact Centre is known at all times. In turn this will enable the Dialler Technician to execute the necessary changes to counteract any inefficiencies or potential breaches against regulated guidelines/measures.

The post holder will implement day to day processes and procedures to ensure that all contact centres adhere to the guidelines as set out by Ofcom, the Tribunals, Courts and Enforcement Act 2007 (TCE), Office of Fair Trading, FCA (Financial Conduct Authority) and the Data Protection Commissioner.

To be a key component of the business to ensure delivery of the revenue targets across a broad range of clients and portfolios.

General Requirements:

Excellent oral and written communication skills combined with analytical skills are essential. Good knowledge of managing call flows and call data reporting. The ability to work autonomously alongside a methodical and careful approach to duties is essential, whilst still recognising issues that require onward referral. Good time management and organisation skills, teamed with the ability to work within deadlines and meeting targets. You must be positive and self motivated, be able to work very closely with multiple contact centre stakeholders and lead by example.

Detailed Responsibilities

1.1Manage cross site group dialler functionality, including blending inbound and outbound campaigns whilst managing team performance to deliver optimum return-on-investment across the group
1.2Proactive and reactive approach to deliver SLA's across a multi brand product.
1.3Actively identify and implement positive changes in the dialler operation to improve contact rate, talk time, call wrap-up times and campaign performance
1.4Driving down non value time (idle, not ready) through pro-active real-time adherence management to acceptable levels
1.5To ensure that any customer-initiated inbound calls are answered promptly, call queues are kept to a minimum and customer call-backs are returned within agreed timescales
1.6Accountable for Compliance and Controls across multiple contact channels
1.7Ensure all campaigns are compliant and meet all regulatory requirements including, but not limited to Ofcom and Data Protection Act
1.8Development and creation of new campaigns, including the end-to-end building of IVR/IVM, SMS and voice workflows, ensuring staff resource plan is optimised to campaign requirements
1.9Development of and evolution of contact centre wall boards and dialler dashboards to drive key messaging to both the contact centre floor and relevant contact centre stake holders
1.10Operate inter-departmentally to develop and implement dialler strategies that will drive business performance and support both the client and customer agenda
1.11Accountable for the day-to-day management of multiple customer contact channels including Dialler, IVR, SMS and Email.
1.12Maintenance of multiple contact channel technologies to ensure optimum function and minimal down time
1.13Utilising multiple contact strategies to optimise and drive collections performance
1.14Produce, evaluate, interpret and analyse a range of statistical and written information in order to recommend, make and implement decisions that will have a positive impact on policy and strategy
1.15Optimise revenue through delivery of innovative strategies
1.16Monitoring of call centre KPIs in a live environment, ensuring on the day trends are under close supervision and any changes in the metrics are highlighted
1.17Export KPI information from both inbound and outbound activity to identify trends and key areas for improvement
1.18Accurately record and understand activity KPI data to drive consistent and true outputs from the dialler
1.19Communicate with department heads within the group to ensure feedback is cascaded appropriately and efficiently to ensure a consistent approach is delivered across the various brands within the Contact Centre structure
1.20To develop and implement systems and processes which will ensure quality throughout the department, which is monitored, maintained and managed. This is to be carried out in collaboration with the Customer Contact Centre Quality and Process Manager.

1.21To prioritise your own work to ensure that the competing demands of the organisation are met

1.22To ensure a high standard of professional practice on the part of the staff and through personal example

1.23To instil, promote and maintain working relationships with all levels of management and employees

1.24To ensure overall performance and targets are met and reporting any issues to the Head of Customer Contact

1.25To ultimately support the Heads of Customer Contact in the delivery of key objectives across the Contact Centre

1.26To ensure that all FCA qualified accounts are dealt with in line with procedure and the correct training and competence processes are in place

1.27To ensure that all TCE related accounts are dealt with in line with procedure and the correct training and competence processes are in place