Dialler Optimisation Manager

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Do you pride yourself on executing excellent leadership skills?

Do you have a passion for delivering a high quality customer service?

Are you driven by optimising performance using intelligent reporting and data?

If so, this could be the opportunity for you..

What we are looking for:

At SpaMedica, our vision is to provide the very best in patient care and our Hospital Services team is the entry point for our patients as they begin their journey with us. We are all about passion, energy, empathy, and great teamwork to ensure that we are making a difference to people's lives.

We are looking for a dynamic and diligent individual to join our Hospital Services team based in Bolton.

We want our team members to thrive and to grow at SpaMedica, this is why our values are so important to us. Having recently been awarded Investors in People Platinum, supporting our team members is paramount to our success. The Dialler Optimisation Manager role is crucial in driving the success of our outbound/inbound calling operations by ensuring that our brand new CX One Telephony Platform is utilised to its full potential, compliant and aligned with business objectives.

You'll be passionate in ensuring world class customer service is paramount and a driver in achieving this by ensuring that the new telephony platform effectively supports and delivers our expectations. Every customer interaction with SpaMedica must be efficient, consistent and of outstanding quality. From a strategic perspective, optimisation of the efficiencies available through the new system will be integral to our objective of process improvement through technological growth.

This is a key role within our Hospital Services function and the right individual will need to demonstrate consistency, accuracy, performance, and great leadership from the outset.

Salary and benefits:

• £36,000 per annum (dependant on experience)
• 37.5 hrs per week Mon - Fri between 9am - 5pm
• Investors in People Platinum employer
• Annual pay reviews
• Town centre location with a newly refurbished office environment
• Employee Assistance Programme (EAP)
• Progression opportunities
• 2 x annual bonuses (up to 5% of annual salary based on individual and company performance)
• Casual dress
• £350 Refer a friend programme
• Eye test and subsidy towards glasses
• Discounts & E-Vouchers (Ikea/Curry's/B&M/Argos/Lastminute.com/Costa/Tesco/Primark).
• Company Events

Who are we looking for?

• A minimum of 3 years management experience in an office environment
• Dialler manager/contact centre management experience
• Experience working in a call centre environment
• Experienced in analysing large/complicated data sets
• Hands-on experience and expertise in call centre technologies, dialler, unavailable codes, occupancy/utilisation and dispositioning call outcome data
• You will be dynamic and able to mobilise strategic and tactical changes at pace
• You will be confident and motivated by doing a thorough job
• We are a business operating at pace, therefore you will have a flexible approach, eager to learn

What we are looking for you to do:

• An ability to optimise functionality provided by CX One platform including workforce management, productivity in line with agreed KPI's targets, actionable insight through management of disposition reporting to influence call triggers
• Work with Work Force Management profiling to ensure that inbound contact centre achieves abandon rate of
• Work with IT and the reporting team in creation of dialling data uploads
• Provide agent, supervisor and department level reporting for all of the above
• Analyse and report on dispositioning data to understand call drivers and to provide insight for change with key stakeholders across the business
• Identify and create best time to call modelling data for outbound function
• Work with relevant stakeholders to ensure appropriate lists are uploaded to the outbound dialler
• Be responsible for the oversight of Personal Connection performance and control (monitoring and calculating dropped and abandoned calls)
• Upskill knowledge and secure competence for those responsible for Personal Connection controls
• Operate a clear framework for repeat outbound calls in line with time restraints set out by Ofcom
• Provide key update reports to SLT and board on platform deliverables and further optimisation opportunities/phasing of additional implementation
• Gain insight from CX One and work alongside the Head of Hospital Services in establishing a fit for purpose resourcing model that maximises efficiencies for outbound contact strategy and service level for the inbound function

If this role sounds like you, we want to hear from you!

"Our patients matter to us. As the UK's largest cataract surgery provider, we work every day to give something meaningful to you, and life-changing to our patients. Our patients place their trust in you, and by working with us, you can truly change people's lives"