Edinburgh computing / IT

Dialler Manager

Date posted: Wednesday 7th October

Location: Leith

Based in Leith we are an established e-commerce company enjoying stability and growth. Exciting plans lie ahead in terms of expansion and improvements. Be part of it and upgrade your job today!

We are looking for an experienced Dialler Analyst, ideally with a background in utilities or telecom services to take on a MI reporting and dialler management position. Operating in a contact centre environment you will be actively involved in campaign analysis, identifying and making improvements to the current dialler system and creating MI reports. You will need well-developed analytical skills with proven experience in creating MI, data interrogation and analysis and the ability to improve the efficiency of outbound dialling. You should have experience working with KPIs and in performance analysis.

Some of the key responsibilities include:

* Monitoring agent performance for inbound/outbound call traffic for a 50 seat predictive dialler.
* Formulating dialler strategies, executing trending analysis and resource planning.
* Building/Loading client specific dialler campaigns to enable sales teams to meet and exceed agreed sales targets and requirements.
* Setting up new agents, including installation of software on the dialler.
* Providing accurate data and reports for the team managers and clients.
* Forecasting best calling/contact times, calling strategies and campaigns to suit the businesses needs.
* Managing and maintaining the dialler to ensure efficiency and smooth running including working with team leaders and agents to ensure maximum staff productivity at key calling times.
* Being the administrator for the recording system, ensuring all calls are recorded as per regulatory guidelines.
* Being up to date on all current and future regulations from Ofcom, DPA, and the information commissioner regarding use of the dialler.

Experience with specific dialler systems will be desirable and this should be highlighted on your CV. You will find this position varied and you will get the chance to use both your analytical and technical skills in a position where you will be problem solving, making processes better and building relationships.

Don't miss out on this fantastic opportunity! Send you CV today for a swift response. Attractive salary negotiable, please include details of current remuneration.