AddressOur client a hugely succesful debt collection agency is seeking an analytical and dynamic Contact Centre Dialler Manager to join the team.
Currently seeking a dynamic Dialler Manager to join the team and drive excellence in outbound collection activities. Reporting directly to the Head of Collections & Recoveries, this role is all about maximizing collection outcomes while ensuring top-notch customer engagement.
Key Purpose of this Role:
As our Campaign Manager, you'll be at the helm of our outbound collection activities, ensuring effective contact with customers due for outreach each day. You'll oversee the Genesys Dialer function, manage workforce availability, and contribute to customer treatment and channel strategy. Your insights and leadership will be crucial in maintaining a high-performing and engaged workforce focused on achieving optimal collection outcomes.
Key Accountabilities:
- Ownership of Genesys Dialer function and associated reporting
- Real-time management of workforce availability and productivity
- Contribution to customer treatment and channel strategy
- Providing data-driven insights on performance and opportunities
- Stakeholder engagement and support with sales development activities
- Real-time and historical reporting & analysis
- Compliance with the Integrated Management System [ISO27001 & ISO9001]
- Tertiary qualification in a business discipline [desired]
- Minimum of 2 years campaign management experience, ideally in the debt collection industry
- Experience with Genesys platforms and inbound/outbound CTI environments
- Ability to interface with offshore teams
- Experience in Credit Risk Strategy or related fields is a plus
- Strong analytical, conceptual, and design skills
- Competitive salary package
- Flexible working environment / hybrid working options
- Direct impact on the success of the company
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