Outbound Dialler Manager

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My client is looking for an individual to head up the Resource Planning team.
You must have experience scheduling on a dialler or have managed staff who have scheduled using a dialler.
This is a key role within the business.
Key purpose of job:
Effective planning, forecasting and deployment of the Business Units’ resource at optimum cost. Manage performance levels in real time, ensuring adherence to agreed Service LevelsDeliver the agreed customer contact experience whether inbound or outbound in real time for the Business Unit, ensuring Customer Satisfaction and agreed operational targets are achieved

Date Posted	Thu 4 Mar 2004
Job Type	Permanent
Job Status	Full-time
Job Reference	snrflb2
Salary	£40,000-£48,000
Salary Info	£basic + excellent package
Benefits	car
Skills	Large scale Contact Centre management experiencePrevious experience in running complex operationsStrong team leadership and management skillsAbility to direct as well as manageOperationally experienced and will command respect from CCMsCommunicatorNumerateExcellent presentation and negotiating skillsGood understanding of CC technology and its operational impact An in-depth knowledge and experience of Contact routingDetailed knowledge and experience of Voice, IVR & Automation platformsExperience of systems developmentExperience of systems implementationGood understanding of how SLAs can relate to customer experience throughout the operationExperience of process implementationStrong Programme/Project management skillsStrong analytical skillsProfessional Qualification
Company Name	Hays Personnel Contact Centres
Contact Name	Fiona Beckley
Contact Telephone	0207 763 2007
Contact Fax	01226 720 778
Company Address	41-42 London Wall London EC2M 5TB
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