Job Dialler Manager

Dialler Manager Job id: 38723505
Location: Glasgow Area
Salary: £26,000 - £33,000 + bonus + benefits
Company:AXA
Job type: Permanent
Date posted: 05/06/2008 09:34


Description: BackgroundDue to the continued success of AXA Solutions, we are installing a Dialler capability within our offices in Atlantic Quay in Glasgow. The job holder of the newly created Dialler Manager role will assist in the installment of the dialler and in defining the way in which this technology is applied in the business.   This role will require you to work closely with senior management and key stakeholders to deliver and manage outbound campaigns effectively and in line with relevant procedures and guidelines across AXA Solutions.   You'll work towards meeting the business goals set out through effective delivery of blended workloads to the available resources, primarily through the operation of a predicitve dialling tool. You will also develop and produce performance information with which to inform, engage and influence various levels of operational management. The role Accountabilities1. Implement & maintain dialler technology into AXA Solutions.  This will involve working with IT and the Chief Operating Executive for Telephony to ensure system stability. Also, the job holder will manage the relationship with the supplier to deliver necessary upgrades and maintain the support relationship. 2. Manage the dialler on a day-to day basis, ensuring the right blend of outbound & inbound calls are being presented to the right groups of staff.Work closely with Senior managers across the organisation to prioritise and manage the workloads of Service Solutions in line with the Strategic Business Unit strategy. Provide a feedback mechanism for Team Managers to report back on the performance of the dialler and the experiences of front-line staff. 3. Create and update a reporting suite for AXA Solutions, reporting on dialler and campaign performance, highlighting any areas of benefit or concern which arise as a result of operating the dialler.4. Carry out all aspects of technical administration for user set-up on the dialler e.g. staff log-in, passwords.5. Ensure the dialler is used in a manner compliant with all aspects of DPA, FSA regulations and AXA internal compliance standards.6. Carry out maintenance on all files submitted for loading onto the dialler, ensuring data is formatted correctly and liaising with the appropriate business contact around the supply of relevant data.MeasuresThere will be a number of performance measures, to include:·         Service Level across each area of Axa Solutions.·         Availability of staff – call-blending should result in a cost-effective level of availability amongst telephony-based staff.·         Daily/weekly/monthly reports produced for Line Managers.·         System availability  >98%·         Customer Scope scores – efficient dialler management should improve customer contact rates on new business and retention.Skills, knowledge and behaviourEducationEducated to degree level with advanced numerical skills  Knowledge/SkillsExtensive knowledge predictive dialler/dialler management systems Proven communication and presentation skills Sound analytical skills Experience in providing and working to complex plans  ExperienceExperience of Genesys diallers would be advantageous, other dialler systems are also of interest Experience of working within a target driven environment Experience of delivering operational change projects Experience of working within a Contact Centre environment What will you get from this role?     Basic salary between £26,000 - £33,000 Annual performance related bonus (typically between 6% - 15% of annual salary) Annual pay review Holiday entitlement 25 days rising to 28 days over time Company pension Death in service benefit Discount on all AXA products, for example: travel insurance, home insurance, motor insurance, investments and pensions, private medical insurance and cash plan, and dental care Additional InformationClosing date for applications:Please ensure that your application is completed and officially submitted on-line no later than Friday 6th June. Unsuccessful submissions will be acknowledged by email.Contact details:Resourcing Contact: Lucy Black, Resource Partner


Contact: unspecified
Reference: job/AXAIN2265