- Using the dialler monitoring tools available, direct data and resources accordingly to optimise dialling performance whilst minimising compliance risk - Follow established processes for dialler management including: loading and unloading of data, compliance issue escalation and operational communication - Maintain a record dialling performance and decisions taken in managing dialler speed and data used - Proactively set the Dialling type to Predictive/Preview/Automatic based on process requirement to improve the efficiency of dialler metrics and meet service levels. - Proactively manage and remove the DNC (Do not call) numbers (Single/Bulk) shared by internal and external client for compliance management. - Proactively monitor outbound contact volumes, AHT and other key metrics across all service channels against forecasts and ensure deviations are highlighted, investigated and resolved; - Provide on-going monitoring of performance against service levels to ensure deviations from expected service performance levels are addressed with the operational management team promptly and decisively; - Proactively monitor scheduled start, end times and breaks ensuring that advisers adhere to the published times. Ensure deviations from these times are captured, addressed and proactively reported to line managers as appropriate; - Provide front line service desk support for operational management team to facilitate the correct assessment of requests in line with current and forecasted performance data; - Ensure that the Service Monitoring log is managed effectively to provide operational and resource planning management with an up to date and concise view on performance incidents and adviser observations throughout the day; - Understand the constituent data which is being dialled, its components and data management processes - Understand the rationale behind dialler performance measures and how to optimise dialler delivery minimising compliance risk whilst optimising performance - Generate analyses on data quality, dialling performance and outcome performance to be able to identify opportunities where changes in dialling practise or process could improve outcome performance - Present, explain and gain support for changes to dialling strategy or process based on analyses completed - Measure the effectiveness of changes made concluding the effectiveness or otherwise of the change Conduct analytical tests to understand and predict outcome performance based on records received and any prior dialling history Conduct analyses to propose and support changes to dialling practise and strategy that could enhance performance or outcomes - Deliver operations following OFCOM compliance procedures - Ensure outstanding observations and incidents reach satisfactory resolutions and any failures and trends are escalated; - Regular and effective performance updates provided to the operational managers at regular intervals; - Effective handover of monitoring responsibilities to other team members and/or operational managers including performance to date and future hot spots to enable effective monitoring across operational hours; - Champion the service monitoring process to ensure that all operational managers are fully trained and able to provide the level of dedicated support the service required across all opening hours; - Use of effective communication skills when communicating with staff at all levels to ensure a positive working relationship is achieved for the benefit of the service; - Develop a set of processes that ensure that periods of overstaffing to requirement are creatively leveraged in order that the time is used effectively; - Analysis into the performance of dialler operations, addressing: people, data, strategy, process with recommendations on changes to improve performance - Evaluation of changes regarding their effectiveness at improving operational outcomes
1. Evidence of the ability to understand and communicate Dialler metrics and to evaluate performance against KPIs; 3. Experience of working in a Dialler real time management department and utilising the Dialler management tools within a Outbound contact centre; 4. Experience of real-time Campaign monitoring within a Outbound contact centre environment; 5. Experience of managing the dialler pacing for high productivity and low abandon calls. 6. Effectively using the Predictive, Preview and Automatic dialling for managing the productivity. 7. Experience of using filters in a outbound contact centre environment. 8. Should ensure to remove DNC via bulk upload or single number before calling records. 9. Proven experience of building and developing strong working relationships; 10. Industry knowledge of the client sector; 11. Experience of working in a Outbound contact centre end to end Dialler Management function; 12. Advanced analytical capabilities, leading to use of R or SPSS type packages
These roles are based in Sheffield however there may be some flexibility allowing the successful candidate to work from other Serco Locations on occasion. This will be explored within the interview process.