Dialler Manager - Eir

If you are a Dialler Analyst or Coordinator looking to take the next step in your career then this could be the ideal role for you. This position has been created to work directly with the Operations Manager to create and manage inbound and outbound campaigns within a rapidly expanding Contact Centre.


Job Purpose
The Dialler Manger is responsible for the creation and on-going management of campaigns in line with our internal Sales/Customer Loyalty and Collection strategies.  As the Dialler Manager you will be responsible for managing multiple campaigns by utilising predictive, preview and progressive dialling.  You will be required to report analysis of campaigns to ensure optimum performance, as well as supporting the contact center site lead to drive success of the sales, customer loyalty and collections teams KPI’s by ensuring we are contacting the right leads at the right time to reveal maximum conversation potential and help to manage team performance and productivity through the effective use of the dialler system.


Responsibilities:
• Lead, manage and optimise the dialler operations across the relevant areas of control.
• Deliver effective dialling strategies to enhance the success of multiple outbound & inbound campaigns
• Data cleansing, ensuring data is in correct format.
• Working with the Campaigns teams and Operational leads to ensure that  we have sufficient data for dialling
• To provide accurate dialler analysis and MI, making recommendations for optimising KPIs and enhancing campaign success
• Ensure that MI reporting is accurate and timely – and is understood by all stakeholders
• Analyse the quality and quantity of leads available to us across campaigns, planning monthly calling patterns appropriately
• Optimise resource and KPI achievement through monitoring and managing real-time adherence
• Identify possible needs for improvement in processes, learning and systems and refer them to senior management
• Be the key contact and liaison point for the supplier of our dialler technology.
• Build professional relationships with peers, colleagues and internal customers across the entire business to deliver and exceed targets – both personal and team
• Demonstrate high standards of personal performance

 

Competencies
Business  Competencies                                           
• Customer Focused            
• Results focused
• Problem solving ability

 

People Competencies
• Excellent Oral & written communication
• Persuasive speaking skills
• Empathy
• Patience
• Time  management • Persuasive speaking skills • Empathy
• Patience
• Time  management

 

Experience
• Minimum 2 years dialler management experience 
• Proficiency in SQL
• Technical knowledge of Genesys Dialler (or equivalent experience with an alternative solution)

 

Competencies
Business  Competencies                                           
• Customer Focused            
• Results focused
• Problem solving ability

 

To apply, send your CV to Gbutler@morganmckinley.ie