UK Dialler and Strategy Manager
Kilmarnock / Hybrid Working (Mon-Fri 9 am to 5 pm)
£45k to £55k DOE
The Dialler & Capacity Planning Manager role focuses on driving business improvements by being solutions-focused and fostering a high-performance culture.
The primary activity of the role is to lead, manage and optimise the UK dialler and contact operations teams, whilst ensuring compliance against all OFCOM guidelines.
Main Duties and Responsibilities:
- Lead, manage and optimise the dialler operations across the relevant areas of control
- Fully understand and ensure compliance with all OFCOM guidelines
- Lead, manage and develop a multi-disciplinary team
- Analyse the performance of various data streams across different campaigns to identify and implement opportunities for improvement
- Own the Headcount model and recruitment requirements for the relevant jurisdictions. Use effective methods for short and long-term forecasting across all channels to ensure the right staffing levels are implemented and maintained
- Plan, schedule, and deploy resources as required to meet the operational needs for special operations, pre-planned events and unforeseen circumstances
- Record and manage long-term and short-notice abstractions to maintain reliance levels, continually revising duties to ensure demand is met
- Implement amendments to shift patterns and ensure staff are provided with rotas and shift changes promptly
- Seek out new technology to support the Dialler, Capacity & Resource Planning strategy with a keen emphasis on driving efficiency and customer satisfaction
- Provide finance with a resource model for Operations to enable budget, forecast & LTP – including assumptions
- Communicate plans and forecasts to internal stakeholders and review plans to ensure efficient resource utilisation
Leadership and Engagement
- Drive and lead a high-performing team, adding value to the business, and seeking advice on people and performance matters where appropriate.
- Attract, engage and retain a high-calibre team. Develop the team's ability to perform and contribute to the organisation by providing ongoing feedback and opportunities to learn.
- Embed and develop a high-performance culture with a specific focus on capability, effectiveness and delivery against the team and overall business objectives.
- Lead by example, being an advocate for the PRA culture and values, using effective leadership, coaching and engagement to lead and drive the team to success.
If interested in this exciting opportunity, please hit apply or contact me at dcolquhoun@hrcrecruitment.co.uk for more information.
HRC Recruitment is an equal opportunities employer and all applications will be treated as such.