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- Tasks: Manage and optimise dialling systems and contact centre technologies for enhanced customer interactions.
- Company: Join Worldpay, a leader in global payments, driving innovation and efficiency in the industry.
- Benefits: Enjoy competitive salary, parental leave, charity support, and global employee assistance programs.
- Why this job: Be part of a dynamic team that values creativity, collaboration, and continuous improvement.
- Qualifications: Bachelor's degree preferred; experience in contact centre technology and strong analytical skills required.
- Other info: Opportunity to work with cutting-edge technology and make a real impact in the payments industry.
The predicted salary is between 43200 - 72000 £ per year.
Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.
What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.
We’re looking for a Dialler and Contact Centre Technology Manager to join our team and help us unleash the potential of every business. Are you ready to make your mark? Then you sound like a Worldpayer.
About the team
The Dialler and Contact Centre Technologies Manager is responsible for managing and optimizing the dialling systems and other critical contact centre technologies. This role involves strategic planning, forecasting, and implementation of technology solutions to enhance customer interactions and operational efficiency. The manager will ensure that all systems are utilized to their full potential, aligning with the contact centre's strategic goals and regulatory requirements.
What you’ll own
- Dialler Strategy Management
- Develop, implement, and manage dialler strategies to optimize contact rates and enhance operational efficiency.
- Understanding of real-time dialler performance and make calculated adjustments to pacing, algorithms, or campaign settings to maintain efficiency.
- Contact Centre Technologies Oversight
- Lead the deployment, integration, and maintenance of contact centre technologies, including CRM systems, IVR (Interactive Voice Response), ACD (Automatic Call Distributor), and workforce management tools.
- Ensure all systems are integrated effectively to support seamless operations and enhance customer service delivery.
- Manage relationships with dialler and contact platform vendors, including contract negotiations, service level agreements (SLAs), and performance reviews.
- Coordinate with third-party providers for system upgrades, patches, and new feature rollouts.
- Performance Analysis
- Analyse technology performance metrics and generate actionable reports to identify trends, issues, and opportunities for improvement.
- Collaborate with the analytics team to develop insights that drive strategic decisions.
- Collaborate with data teams to define lead segmentation strategies and ensure optimal lead recycling and penetration.
- Forecasting and Planning
- Develop and manage forecasting models to predict call volumes and resource requirements.
- Collaborate with workforce management to ensure appropriate staffing levels and resource allocation.
- Plan and coordinate technology upgrades and implementations to align with business growth and changing needs.
- Team Collaboration
- Work closely with the contact centre management team to align technology operations with business objectives.
- Act as the escalation point for dialler-related incidents and coordinate with IT or vendors to resolve issues promptly.
- Regulatory Compliance
- Ensure all technology operations comply with relevant laws and regulations, including data protection and telemarketing rules.
- Stay informed about changes in legislation and update policies and procedures accordingly.
- Conduct regular audits of dialler operations to ensure adherence to GDPR, OFCOM, and other regulatory standards.
- Continuous Improvement
- Identify and implement process improvements to enhance technology efficiency and contact centre productivity.
- Lead initiatives to test new technologies and methodologies.
- Training and Development
- Provide training and support to contact centre staff on the effective use of dialling systems and other technologies.
- Develop and maintain comprehensive documentation and training materials.
What you bring
- Bachelor's degree in Business, IT, or a related field (preferred).
- Proven experience as a Dialler Manager or similar role in a contact centre environment.
- Strong knowledge of dialler systems and other contact centre technologies.
- Excellent analytical and problem-solving skills.
- Ability to manage multiple projects and priorities simultaneously.
- Strong communication and interpersonal skills.
- GDPR/Ofcom/Data Protection regulation experience.
- CRM knowledge (Salesforce Preferred).
Worldpay perks - what we’ll bring for you
We know it’s bigger than just your career. It’s your life, and your world. That’s why we offer global benefits and programs to support you at every stage. Here’s a taste of what you can expect:
- A competitive salary and benefits.
- Time to support charities and give back to your community.
- Parental leave policy.
- Global recognition platform.
- Virgin Pulse access.
- Global employee assistance program.
Contact Detail:
Worldpay Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Dialler and Contact Centre Technology Manager
✨Tip Number 1
Familiarise yourself with the latest dialler technologies and trends in the contact centre industry. Being knowledgeable about advancements can help you stand out during discussions with hiring managers.
✨Tip Number 2
Network with professionals in the contact centre technology space. Attend industry events or join relevant online forums to connect with others who can provide insights or even referrals for the position.
✨Tip Number 3
Prepare to discuss specific examples of how you've optimised dialler strategies or improved contact centre operations in your previous roles. Real-life success stories can demonstrate your capability and fit for the role.
✨Tip Number 4
Stay updated on regulatory compliance, especially GDPR and telemarketing rules. Showing that you understand these regulations will highlight your commitment to maintaining high standards in the role.
We think you need these skills to ace Dialler and Contact Centre Technology Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing dialler systems and contact centre technologies. Use specific examples that demonstrate your ability to optimise operational efficiency and enhance customer interactions.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with their needs, particularly in areas like strategic planning, performance analysis, and regulatory compliance.
Showcase Analytical Skills: Since the role requires strong analytical abilities, include examples of how you've used data to drive decisions in previous positions. Highlight any experience with forecasting models or performance metrics.
Highlight Team Collaboration: Emphasise your experience working collaboratively with teams, especially in a contact centre environment. Discuss how you’ve successfully managed relationships with vendors and coordinated with different departments to achieve common goals.
How to prepare for a job interview at Worldpay
✨Understand Dialler Systems
Make sure you have a solid grasp of dialler systems and their functionalities. Be prepared to discuss your experience with these technologies and how you've optimised them in previous roles.
✨Showcase Analytical Skills
Highlight your analytical abilities by discussing specific examples where you've used data to drive decisions. Be ready to explain how you've analysed performance metrics and implemented improvements.
✨Demonstrate Team Collaboration
Emphasise your experience working with cross-functional teams. Share examples of how you've collaborated with management, IT, and vendors to achieve common goals and resolve issues.
✨Stay Informed on Regulations
Familiarise yourself with relevant regulations such as GDPR and OFCOM. Be prepared to discuss how you've ensured compliance in past roles and how you stay updated on changes in legislation.
