Consistently drive for continuous contact strategy improvements – through test and learn and then managed roll outsDevelop new and innovative strategies working x functional as required within a roadmap framework Responsible for optimising collections strategies to maximise right party contacts through the most effective and appropriate contact channelsDeliver new contact channels and integration into existing contact strategies to create true Omni channel strategies… Show more Consistently drive for continuous contact strategy improvements – through test and learn and then managed roll outsDevelop new and innovative strategies working x functional as required within a roadmap framework Responsible for optimising collections strategies to maximise right party contacts through the most effective and appropriate contact channelsDeliver new contact channels and integration into existing contact strategies to create true Omni channel strategies. Ensure compliance across dialling OB/IVR-IVM, SMS and also EmailSet KPI’s across channels and ensure team drive performance improvementsRegular champion challenge of new ideasCreate, implement and track adhoc strategies to address portfolio performanceRegular supplier review and engagementSuccessful remediation of operational challenges/new requirements that may arise within the business, in an innovative mannerConsistent drive for continuous contact strategy improvementsSuccessfully engage with IT to ensure successful implementation of new strategies and technologyDeliver and support Digital Communications StrategyDriving Digital collections through campaigns and bespoke StrategiesDevise strategies to drive online activity and automated collections Show less

(Dialler - MI - Insight - Planning)Maximising ROI, through strategic management of Dialler platforms & strategies, Tailored to individual campaigns – customer data sets Best time to dial – Customer & Data Profiling – Review and learn to drive continuous improvement.Experience off managing all aspects of dialling modes from predictive dialler in a high-frequency environment to preview or managed dialling on smaller - bespoke campaigns.Experience deploying… Show more (Dialler - MI - Insight - Planning)Maximising ROI, through strategic management of Dialler platforms & strategies, Tailored to individual campaigns – customer data sets Best time to dial – Customer & Data Profiling – Review and learn to drive continuous improvement.Experience off managing all aspects of dialling modes from predictive dialler in a high-frequency environment to preview or managed dialling on smaller - bespoke campaigns.Experience deploying, maintaining and optimising contact centre solutions: CTI, Agent desktop, Speech Analytics, IVR, Telephony / Call Routing systems, social, Chat and Analytics; Ecommerce, Case management/ logging systems.Strong knowledge and experience in optimisation of processes, actions, and workflow.Proven long term record of working with senior leadership teams to understand company strategies whilst been accountable for the Contact technology capabilitiesExperience of managing teams (remote & site based)Stake holder management experienceAbility to create strategies and road-maps through understanding the competitive environment, industry trends and technology outlookOutsource & In house experience Work across a diverse set of technology teams and vendors to deliver the solutions that align to the Business strategy and initiatives.Call centre capacity planning, queue-theory, dialler optimisation Show less

Managing Dialler Strategies for a number of Clients

Experienced Inbound and Outbound Call traffic ManagerExtensive Dialler Management experience, platforms managed: Genesys, Affinty and Davox. Extensive Inbound Real Time management experience, from managing service level kpi's to maximising profitability through allocating best leads to best agents. Strong people and performance manager Strong attention to detailStrong commercial awarenessProcess improver

Performance Managed a team of eight complaint handlersResolution of Msold complaints within OFCOM guidelines Managed the Quality Control Feedback mechanism to ensure corrective action