Dialler Manager - Contact Centre (Financial Services)

Location Dublin City Centre, Dublin
Job Type Permanent
Salary €50000 - €55000 per annum
Published about 1 year ago
Start Date ASAP
Contact Sarah Healy
Job Ref DN 000802P

Job Description

Our client, a leading financial institution, is currently seeking a Dialler Manager to join their team. The purpose of this role is to manage day-to-day dialler technology operational activity within a collections contact centre environment.

The key areas of responsibility will include the management of daily reporting activities, management of customer engagement, team development and productivity management.

Duties will include:

  • Lead & develop workforce team to maximise productivity & performance across all areas of Customer Engagement
  • Support the management and development of all technology platforms and systems (dialler) constantly striving for efficiency and Innovation
  • Responsibility for managing a team for monitoring all aspects of real time and agent adherence
  • Oversee daily workflow for all areas of Customer Engagement
  • Develop and manage outbound customer contact campaigns
  • Ensure that Inbound SLA's are adhered to and optimum level of Utilisation is achieved
  • Manage all aspects of Outbound customer communication channels and support the development and maintenance of capacity planning within the Customer Engagement department
  • Conduct monthly & yearly Performance Management reviews and appraisals
  • Manage Third Party relationship with Dialler technology provider, infrastructure & internal IT departments
  • Drive change management initiatives within area of responsibility working with external partners to improve operational effectiveness

Experience required:

  • Ability to build, motivate and manage a team in a fast-paced contact centre environment
  • Ability to build positive working relationships with internal personnel and stakeholders
  • Strong workforce planning experience with proven ability to monitor successful delivery of objectives
  • Excellent analytical and numerical skills
  • Proficiency in SQL, Excel and Access database
  • Strong working knowledge of dialler technology and telephony software
  • Ability to manage and influence a team in a contact centre environment
  • Understanding of CCMA, CPC and SME legislation

This role will be offered on a full-time, permanent basis and salary will be within the region of €50-55k (negotiable depending on experience).

In addition to basic salary, there are additional benefits on offer.