Call Centre Operations Manager

15ten15 are recruiting for a leading challenger bank. We are looking to hire a Dialler Manager to drive their telephony and outbound dialler performance within our clients head office based South Yorkshire.

Our clients believe in investing in their people and offer a full suite of training and development opportunities that will allow progression in your career with them, through both management and specialist career paths.

Responsibilities:

• To create, test and implement contact dialler strategies based on customer behaviours, demographics, dialler settings/ technology and data outputs in conjunction with devised strategies.
• To monitor and continually improve campaign strategy by project planning.
• To ensure effective data cleansing and efficient usage of information to drive campaigns.
• Real time and historic analysis of performance to help generate awareness which can then be used to create future strategy decisions.
• Build, manage and providing insight around performance of the Call Centre
• Providing recommendations with back up by data to the Call Centre Manager on improving outbound calling performance
• Work with colleagues in IT to ensure correct selection of key data and creation of dialling lists
• Analyse the quality and quantity of leads available to us across campaigns, planning monthly calling patterns
• Forecasting & Scheduling the dialler and data performance, working alongside operational teams, to deliver a unified contact strategy
• Identify trends to refine strategies

Skills and Experience:

• Experience of proactively managing inbound and outbound campaigns
• knowledge of Contact Centre
• Strong interpersonal skills
• Strong reporting and analytical skills
• Financial Services experience would be preferred

Competitive salary and a chance to join a heavily growing FS business!