Dialler ManagerLocation: Central Support Office (Newcastle)
Contract type: Permanent
Working Hours: 40 Hours
Nixon Hire Overview
Established 52 years ago, Nixon Hire is a UK leader in the provision of construction equipment.
Our core product offering includes plant, accommodation, welfare facilities, toilets and modular buildings.
With over 24,000 assets and 300 product lines, we supply products and services to commercial and domestic customers. Nixon Hire operate from over 20 Depot locations, from which our products are prepared and dispatched for hire or for sale and are refurbished or configured as required.
A new and exciting opportunity has become available for an experienced Dialler Manager to join this ever-increasing Hire and Sales business based in Newcastle Upon Tyne.
Operating within a fast-paced multi-channel environment, you will be collaboratively working with the Hire and Sales Desk, Logistics and Nixon Extra departments alongside any other customer contact areas. You will also optimise customer contact service levels, real time adherence, penetration rates and dialler technology strategies through adherence management. You will also be involved in resource management, deployment and use of all the contact tools such as telephony systems, IVR, SMS and email management.
You will support Nixon Hire contact strategies to maximise contact opportunities within the departments. You will also support the leadership team to achieve SLAs and KPI’s, alongside driving team and individual performance via real time management.
The role will entail managing the day-to-day contact centre analytics including compliance strategy and adherence.
Provide Campaign / Client strategy improvements on a regular basis.
Data Management and cleansing.
In depth analysis of campaigns / data / behaviours.
Check for duplicates and dead numbers
Identify campaign trends and determine subsequent actions required to maintain performance.
Continually review, adjust and add SLAs as required.
Design, monitor and deliver the operational dialler strategy
Produce real-time performance and productivity data to support the operational management team, focusing on strong performance, quality, and compliance standards
Monitor the team and agent performance maximum productivity
Current and relevant experience within a similar role (Dialler / Call Centre systems)
Should have the ability to pinpoint areas for improvement with structured documented improvement plan
The ability to analyse trends and be proactive to ensure campaign / business delivery
The ability to produce documented procedures and maintain accurate records and documentation
Strong information analysis and manipulation skills
oComplying with Company Policies and Procedures and upholding the Nixon Hire Values at all times.
oEnsuring all work is carried out in a safe and timely manner without risk to yourself and others whether on site or at a depot in line with the Company’s Health & Safety Directives, Method Statements and procedure.
oAdhere to Health and Safety, Environmental and Quality processes to ensure we are compliant at all times.
oWearing appropriate safety clothing and using safety equipment to complete the task undertaken in the working environment in accordance with the Company’s P.P.E requirements.
oMaintaining a safe and hazard free work area be it on customer site or within Nixon Hire premises.
oChecking company vehicles before use and driving in a safe and courteous manner, along with timely reporting of any vehicle defects.
oReporting any accidents (person, property or vehicles) via the Accident / Incident report system.
oCarrying out any other duties as requested by immediate line manager or Director.
- Competitive salary
- Workplace pension
- 23 days holiday plus 8 Bank Holidays on starting
To apply please send your CV to email@example.com