Dialer Manager
FairMoney, Spain

The purpose of this role is to manage all daily outbound dialer activity amp; inbound service levels across all multi-functional areas. Analyze real-time contact centre statistics in order to facilitate actions to meet inbound amp; outbound service level/sales targets.

As a Dialer Manager at FairMoney, you will be responsible for mainly, but not limited to:-

• Create dialling strategies and campaigns in line with company strategy.
• Continuously innovate to improve the performance of the dialer.
• Liaise with the technical support team regarding dialer irregularities and maintain a high level of customer service.
• Implement, control and evaluate calling strategies on the predictive dialer.
• Campaign monitoring and troubleshooting.
• Ensure compliance is continuously followed by communicating with all supervisors and managers.
• Provide ad-hoc duties to the dialer contact centre environment as delegated by management.
• Reporting and analysis of dialer performance
• Analysing reports by interpreting results and by making additional recommendations to increase dialer performance.
• Manage relationships and expectations with various campaign managers.
• Debrief and review campaigns from a dialer perspective.
• Internal training on the dialer process at all levels within the call centre is to be provided when required.

Requirements

• Minimum of 3 years dialer administrator experience.
• Minimum of 3 years experience in the interpretation of call centre analytics.
• Proven record of formulating strategies and ability to effectively analyse business data.
• Proficient in MS Office (Excel - Advanced).
• Proficient at SQL.
• Knowledge of dialer management/ownership and scenario-based capacity planning for outbound.
• Experience in developing and implementing strategic dialer projects that bring about system/operational efficiencies.

Attributes and behaviours

• Analytical (production and interpretation) and effective decision maker.
• Persuasive, influence and initiate action.
• High attention to detail.
• Excellent interpersonal and relationship-building skills.

Benefits

• Health Care Plan (Medical, Dental amp; Vision)
• Family Leave (Maternity, Paternity)
• Paid Time Off (Vacation, Sick amp; Public Holidays)
• Training amp; Development
• Work From Home
• Wellness Resources

• A screening interview with one of the members of the Talent Acquisition team ~30 minutes.
• Technical interview with Marco Silva (Head of Operations) ~30-45 minutes.
• Technical interview with Juris Rieksts-Riekstins (Head of Risk) ~ 30-45 minutes.

Job Rewards and Benefits