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5
applicants
Outbound Operations Manager - Contact Centre
at Debt Free Direct in Adlington, Lancashire
Candidate Summary
Reporting directly to the Debt Counselling Director we are looking for a highly capable Outbound Operations and Dialler Manager to enhance our outbound capabilities through the optimisation of their use of data, continual improvements in their use of dialler technology and the production and utilisation of impactful MI across these two core areas. Ultimately, this role will play a measurable part in driving improvements in the sales performance of this already successful and expanding organisation.
In order to succeed in this position it is essential that you are a proactive, autonomous individual with a thorough understanding of dialler technology, data, database administration and MI generation. Whilst your natural analytical approach will serve you well, you must also have the accountability to take ownership of all these business critical areas and understand how their proactive management can shape and drive the future performance of the business.
It is important to stress that our use of data and dialler technology is one of, if not the most critical elements of the growth of our business over the next few years. Therefore we are looking for an individual with the capability to influence the direction, growth and success of a well established and well respected player in the Financial Services sector.
Role Summary
As part of the Senior Management Team, The Outbound Operations Manager will have complete ownership and full accountability for the company’s utilisation of dialler technology, their administration, management and usage of client / campaign data and the generation and reporting of all MI relating to dialler and data performance. An extremely hands on position with both a strategic and operational element, this is very much a role that will shape and drive future sales / campaign performance, not simply report retrospectively on historical data – a role that says “this is what we need to do” not “this is what’s happened”.
Main Duties
• Analysis of management and productivity reports
• Setting and meeting performance targets for speed, efficiency, sales and quality
• Planning and managing change
• Managing the daily running of the Outbound Contact Teams
• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
• Maintaining up-to-date knowledge of industry developments and involvement in networks
• Reviewing the performance of Team Leaders and staff, identifying training needs and planning training sessions
• Recording statistics, user rates and the performance levels of the centre and preparing reports
• Forecasting and analysing data against budget figures on a weekly and/or monthly basis
• Developing, implementing and reviewing core responsibilities and tasks
• Analysing performance statistics and making decisions on the basis of these statistics
• Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products.
Specific Skills
• Excellent communication and problem-solving skills;
• Strong customer focus and an ability to work well in teams;
• Excellent telephone manner;
• The desire to help others work towards targets and develop their skills;
• Leadership skills and the ability to motivate and develop staff;
• Confidence and a good business sense;
• The ability to set, meet and exceed targets;
• The ability to manage change
Job Details
• Successful candidates will be based in Fairclough House, Adlington, Nr Chorley, Lancashire
• Salary for the role depending on level of experience £30K-£35K
• Holidays – 25 days plus 8 public holidays
• Free four times salary Life Assurance
• Free Car Parking
• Hours of work – 37.5 hours per week, Monday to Friday. 9am – 5pm
• Remuneration package negotiable
Reporting directly to the Debt Counselling Director we are looking for a highly capable Outbound Operations and Dialler Manager to enhance our outbound capabilities through the optimisation of their use of data, continual improvements in their use of dialler technology and the production and utilisation of impactful MI across these two core areas. Ultimately, this role will play a measurable part in driving improvements in the sales performance of this already successful and expanding organisation.
In order to succeed in this position it is essential that you are a proactive, autonomous individual with a thorough understanding of dialler technology, data, database administration and MI generation. Whilst your natural analytical approach will serve you well, you must also have the accountability to take ownership of all these business critical areas and understand how their proactive management can shape and drive the future performance of the business.
It is important to stress that our use of data and dialler technology is one of, if not the most critical elements of the growth of our business over the next few years. Therefore we are looking for an individual with the capability to influence the direction, growth and success of a well established and well respected player in the Financial Services sector.
Role Summary
As part of the Senior Management Team, The Outbound Operations Manager will have complete ownership and full accountability for the company’s utilisation of dialler technology, their administration, management and usage of client / campaign data and the generation and reporting of all MI relating to dialler and data performance. An extremely hands on position with both a strategic and operational element, this is very much a role that will shape and drive future sales / campaign performance, not simply report retrospectively on historical data – a role that says “this is what we need to do” not “this is what’s happened”.
Main Duties
• Analysis of management and productivity reports
• Setting and meeting performance targets for speed, efficiency, sales and quality
• Planning and managing change
• Managing the daily running of the Outbound Contact Teams
• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
• Maintaining up-to-date knowledge of industry developments and involvement in networks
• Reviewing the performance of Team Leaders and staff, identifying training needs and planning training sessions
• Recording statistics, user rates and the performance levels of the centre and preparing reports
• Forecasting and analysing data against budget figures on a weekly and/or monthly basis
• Developing, implementing and reviewing core responsibilities and tasks
• Analysing performance statistics and making decisions on the basis of these statistics
• Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products.
Specific Skills
• Excellent communication and problem-solving skills;
• Strong customer focus and an ability to work well in teams;
• Excellent telephone manner;
• The desire to help others work towards targets and develop their skills;
• Leadership skills and the ability to motivate and develop staff;
• Confidence and a good business sense;
• The ability to set, meet and exceed targets;
• The ability to manage change
Job Details
• Successful candidates will be based in Fairclough House, Adlington, Nr Chorley, Lancashire
• Salary for the role depending on level of experience £30K-£35K
• Holidays – 25 days plus 8 public holidays
• Free four times salary Life Assurance
• Free Car Parking
• Hours of work – 37.5 hours per week, Monday to Friday. 9am – 5pm
• Remuneration package negotiable
Published at 19-10-2009
Viewed: 769 times
Viewed: 769 times