Intelling is a unique, bright & vibrant Business Process Operation proactively partnering with our clients, who are some of the UK’s leading communications brands!  We are passionate about the delivery of professional expert advice through the power of communication and continuously strive to stay one step ahead!

Central to our core values is the development of our team and as Investors in People we encourage them to achieve their potential.  As a company, our employees are important to us and with exciting growth plans for 2021 now is a fantastic opportunity to join us and excel your career!

As a Dialler Manager you will be responsible for managing multiple environments and campaigns through different communication channels including Inbound, Outbound voice, SMS, Email and Web Chat. You will be responsible for in-depth planning, reporting and analysis ensuring that all performance and achievement of service levels, KPI’s are met whilst supporting the Head of Dialler and all other key business stakeholders.

• Manage the day-to-day contact centre with Connex One omni channel solution focusing on performance and achievement of service levels
• Optimising revenue through delivery of innovative strategies
• Design, monitor and deliver the operational strategy for each campaign
• Working with Key Stakeholders to develop an effective strategy based on key business and performance KPI’s
• Produce real-time performance and productivity data to support the operational management team, focusing on strong performance, quality, and compliance standards
• Monitor the team and agent performance maximum productivity
• Analyse activity forecasts to identify gaps, improvements, and changes
• Provide contact centre activity reporting, collate, analyse, and summarize data and trends, recommending strategy and models
• Create and manage Omni Channel, predictive outbound or blended dialling services for the campaigns with respect to applications, priorities, table definitions, Import/export raw files, filters, dial orders, call data definitions, disposition plans and schedules
• Assess performance of outbound campaigns, working with Operations, Data and Client Services
• Development and creation of new campaigns
• Implementing positive changes to improve contact rate, talk time and campaign productivity
• Creating and reviewing reporting for all systems across the contact arena offering reports, suggestions, and feedback Technical support

• Qualified by experience at least 3 years dialler management and planning
• ConnexOne Omnichannel / Dialler and other Contact Centre systems management including the building, planning and implementation of a Telephony platform including initial configuration
• Experienced of working in a fast-moving environment
• Omni Channel management experience would be an advantage but not essential
• Experience in performance & campaign management in a Contact Centre environment
• Advanced user of Microsoft Excel and SQL
• Ability to manage relationships at all levels both internal and external
• Self-motivated and pro-active with the ability to influence performance within the Contact Centre
• Analytical and strategic
• Proven tactical and strategic decision making and problem-solving abilities
• High level of analytical skills with a keen attention to detail
• Proactive and considered impact analysis of data driven from contact systems
• Ability to identify and provide the most appropriate presentation methods to differing role and knowledge levels across the business
• High level of data manipulation skills via Microsoft excel & SQL databases
• WFM system experience both Web and Local versions
• Project Management
• Proven track record in creating, developing, and managing successful behavioural and attitudinal change initiatives and understanding change/effect product and service performance and consumer behaviour techniques
• Extensive knowledge of creating omni channel propositions, with experience of reengineering processes and systems in a Front Office environment
• Significant omni channel experience, such as SMS, Email and Chat

• Excellent people management skills
• Proactive and decisive approach to problem solving
• Strong organisational aptitude and proven time management skills
• Highly motivated, pro-active, and enthusiastic
• Highly effective communicator
• Can deal well under pressure

• A professional & fun working environment
• Development and progression opportunities
• Onsite parking
• Onsite canteen
• Good public transport links
• Recommend a Friend opportunities

The above job description is intended to give a general overview for the level of work being performed by people assigned to this job.  It is not intended to be an exhaustive list of all responsibilities and skills required for this job title.

Intelling LTD is an equal opportunities employer and welcome applications from all sections of the community, regardless of race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Due to the volume of applications, Intelling Ltd will only respond to those shortlisted.