Senior Dialler Specialist

Lowell Group
14 May 2017
13 Jun 2017
Contract Type
Full Time
Job Title: Senior Dialler Specialist
Location: Leeds
Salary: £26,500 dependent on experience + 3% flexible benefits + on target bonus of 5% + contributory pension

At Lowell we work with our customers to improve their financial well-being. We take the time to get to know each customer and better understand their individual circumstances, working out the best payment plan for them. Our personal approach is why we’ve been awarded an Exceptional 3 star rating by Investor in Customer for the last two years and why we’re one of the UK’s leading debt management companies.

We’re now looking for a Senior Dialler Specialist to join our growing team.

You’ll be responsible for:

• Accountable for the day-to-day maintenance and intra-day scheduling of multiple contact strategies including to Dialler, IVR, SMS and Email.
• Maximise agent productivity on inbound and outbound by proactively managing outbound campaigns, outbound dialler agents and CMS agent activity.
• External IVR campaign creation, changes and intra-day scheduling.
• Liaise with external IVR supplier to create new call flows.
• SMS management, creation, changes and testing.
• Amend planned intraday schedules to deliver optimum collections by making real time decisions based on monetary and schedule forecasts reacting to business needs across all platforms.
• Maintenance of Dialler lists, jobs, campaigns and phone strategies.
• Support in the development and deployment of new campaigns and strategies across multiple contact channels including specification of requirements, design and build, testing and release.
• CMS housekeeping including new agent administration, agent groups and skill allocation.
• Ensuring full dialler compliance at all times to both Inbound and Outbound SLA’s.
• Conduct analysis on effectiveness of campaigns to optimise and increase contact rates and collections.
• Prepare and circulate intraday reporting for required recipients.
• Dialler new agent administration and ensuring agent is on relevant reporting.
• Support other areas of the business when contact strategy testing is required.
• Email management, including declined payment creation and sending.
• Documenting new and existing processes.
• Record, own and escalate where required issues impacting real time performance.
• Maintaining an environment of continuous improvement through process improvement.
• Dialler Specialist support and development including training for new team members.

You’ll need to evidence the following experience, qualifications and skills:

• Understand and adhere to OFCOM regulations relating to predictive diallers.
• Minimum of 2 years’ experience of working with Avaya Proactive Contact.
• Subject matter expert in Avaya Proactive Contact.
• Experience of developing and presenting business reports and analysis.
• Experience of delivering work under pressure.
• Able to prioritise multiple tasks.
• Be confident in challenging current processes and making sometimes difficult decisions.
• Ability to communicate in a professional and effective manner at all levels in the business.
• Demonstrate a high attention to detail.
• Strong written, verbal and listening skills.
• Self-motivated team player.

• GCSE Maths

• Intermediate Microsoft Excel.
• Intermediate SQL code writing.
• Experience of SQL Management Studio.
• Experience of database structures.
• Experience of Dialler technologies.

The Benefits:

• Competitive salary with annual bonus
• Contributory pension
• 3% flexible benefits - including cycle to work, critical illness, dental insurance, childcare vouchers, travel insurance, dining club, retail discounts and the option to buy up to one week’s worth of holiday subject to start date
• Free shuttle bus from Leeds City Centre
• Subsidised on-site restaurant
• Free on-site gym
• Excellent coaching and training

If this sounds like the role for you, and you’re eligible to work in the UK we’d love to hear from you.

So, apply today – what have you got to lose?!