Dialler Manager

Job Description:

Dialler Manager
Staines, London, Brighton, Salford, Leeds
Permanent, Full time (37.5 hours per week)

Hybrid working (minimum one day per month in Staines)
£60,000 DOE + fantastic benefits

Role:

The role holder plays a crucial role in the driving the success of outbound calling in our operational areas by ensuring the dialler system is optimised, is compliant and aligned with the overall business objectives. They will design, create and manage the dialler strategy, understanding customer behaviours, dialler performance and business KPIs

We offer Hybrid working so once you have completed the initial training and are competent
in your role you are given the freedom to work from home some days and maintain a great
work life balance.

What you'll do:

• To develop the data requirements and execute strategies for optimising the dialler across operations
• Utilising the data available, develop and operationalise the dialler strategy for multiple campaigns
• Optimise right party contact rates but analysing trend data
• Operate as a Subject Matter Expert for end user dialler capabilities, working with third party suppliers, IT and Change teams to maximise dialler usage where appropriate for business goals
• Partner with data provision teams to develop dashboards that support both business and MSA performance outputs
• Proactively manage outbound campaigns and work with the leadership team to increase performance
• Define the key metrics and set benchmarks for dialler performance. Monitor and analyse KPIs to identify areas for improvement and implement strategies to drive efficiency and effectiveness
• Work collaboratively with leadership teams that utilise the dialler technology to understand business requirements and implement plans to deliver on these
• Generate regular reports and dashboards that provide insight into dialler performance and campaign effectiveness
• Mitigate any risks that occur, including data security, compliance risks or vulnerabilities.    
• Maintaining industry and regulatory knowledge to ensure our dialler strategy is fully compliant with all legislation whilst ensuring our capability keeps pace with the marketplace

What you'll need:

• Experience of working in a dialler manager position previously
• Strong analytical, communication and organisational skills
• Understanding of data frameworks and how to apply these to dialler technology
• Experience working with third parties to deliver solutions
• IT proficient
• Ability to translate business requirements into solutions
• Good problem solving skills
• Ability to build strong working relationships with senior stakeholders

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social, and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• 25 days holiday, increasing through length of service, with option to buy or sell

• Bupa health insurance as a benefit in kind

• An enhanced pension plan and life insurance

• Annual performance-based bonus

• Onsite gyms or local discounts where no onsite gym available

• Various other benefits and online discounts

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve.  That’s why we especially encourage applications from people with diverse backgrounds and experiences.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Time Type:

Full time

Job Area:

Call Centre

Locations:

Staines - Willow House