Telephony Operations Manager ( Collections)
Telephony Operations Manager ( Collections) 12 Months Fixed Term Contract
A high profile financial services organisation with offices in West Yorkshire are seeking an experienced Operations Manager to join their mortgage collections and recoveries team. The role will work closely with senior management and will take responsibility for optimising strategic and operational performance.
The role will involve:
Management of inbound and outbound operational performance and productivity
Using daily/weekly forecasts to maximise business productivity
Management of multiple dialler campaigns and work flow management to meet the required service level standards
Analyse real time activity against forecast and take steps to deal with any variance
Working closely with resource planning to ensure sufficient resource for dialler campaigns and offline work events
Management and development of IVR capability
To create, build and schedule multiple dialler campaigns to optimise performance resources to deliver and exceed multiple SLAs
Analysing dialler data and campaign performance to optimise successful contact strategies
Managing the day to day delivery of offline work event management across both sites, ensuring agents time is utilised correctly, reporting any issues to the collections and recoveries team
Key business SME for Contact Centre technologies and innovation
Build effectiveness and capability of wider management team which translates into improvement and optimisation of people and process
Management and reporting of capacity, telephony and FTE utilisation performance
You will have:
The proven ability to work closely with resource planning functions to maximise effectiveness across operations on an intra-daily/daily/weekly/monthly basis
Detailed knowledge of Avaya diallers and ACD systems, contact centre resourcing and strategies
Experience in the analysis and interpretation of inbound and outbound call volumes, average handling times, staff attrition and absence management
Relevant experience of workforce planning and real time coordination in a high volume contact centre environment
Working Knowledge of Workforce Management
Experience of liaising with compliance with OFCOM and other regulatory bodies
The confidence and ability to take personal accountability to the delivery of results
Previously demonstrated the courage to challenge the status quo and be a skilled influencer in driving desired results
Excellent communication skills and ability to communicate effectively with key stakeholders
The ability to manage multiple priorities and work under pressure
The ability to hit the ground running and deliver results in a fast paced environment
We offer:
27 days holiday plus bank holidays
Bonus scheme
Private Medical Insurance
Health Cash Plan
Pension Scheme
Staff Restaurant
Onsite gym
Subsidised staff investment and mortgage products
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