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- Tasks: Manage and optimise dialling systems and contact centre technologies for enhanced customer interactions.
- Company: Join Worldpay, a leader in payment processing, driving global economic change every day.
- Benefits: Enjoy competitive salary, global benefits, parental leave, and time to support charities.
- Why this job: Be part of a dynamic team reinventing the payment industry with innovative technology solutions.
- Qualifications: Bachelor's degree preferred; experience in dialler management and knowledge of GDPR regulations required.
- Other info: Opportunity to lead technology initiatives and enhance operational efficiency in a fast-paced environment.
The predicted salary is between 43200 - 72000 £ per year.
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. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re looking for a Dialler and Contact Centre Technology Manager to join our team and help us unleash the potential of every business.
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.
- Dialler Strategy Management: 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.
- Performance Analysis: Analyse technology performance metrics and generate actionable reports to identify trends, issues, and opportunities for improvement. Collaborate with data teams to define lead segmentation strategies and ensure optimal lead recycling and penetration.
- Forecasting and Planning: 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. Work closely with the contact centre management team to align technology operations with business objectives.
- 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. 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.
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. Ability to manage multiple projects and priorities simultaneously. GDPR/Ofcom/Data Protection regulation experience. CRM knowledge (Salesforce Preferred).
That’s why we offer global benefits and programs to support you at every stage. A competitive salary and benefits. Time to support charities and give back to your community. Parental leave policy. Global employee assistance program.
Dialler and Contact Centre Technology Manager employer: Worldpay
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 contact centre systems. Understanding how these tools work and their impact on customer interactions will give you an edge during discussions with our team.
✨Tip Number 2
Network with professionals in the contact centre industry, especially those who have experience with dialler management. Engaging in conversations about best practices and challenges can provide valuable insights that you can bring to your interview.
✨Tip Number 3
Stay updated on regulatory compliance issues related to contact centres, such as GDPR and OFCOM regulations. Demonstrating your knowledge of these areas will show us that you are proactive and understand the importance of compliance in technology management.
✨Tip Number 4
Prepare to discuss specific examples of how you've optimised dialler performance or improved contact centre operations in your previous roles. Concrete examples will help illustrate your expertise and problem-solving skills, making you a strong candidate for the position.
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 performance and enhance customer interactions.
Craft a Compelling Cover Letter: In your cover letter, express your passion for technology and how it can transform customer service. Mention your understanding of regulatory compliance and your experience with CRM systems, particularly Salesforce, to show you’re a great fit for the role.
Showcase Analytical Skills: Emphasise your ability to analyse technology performance metrics. Provide examples of how you've used data to drive improvements in previous roles, as this is crucial for the Dialler and Contact Centre Technology Manager position.
Highlight Leadership Experience: Since the role involves managing relationships with vendors and leading initiatives, be sure to highlight any leadership experience you have. Discuss how you've successfully managed projects or teams in the past, especially in a contact centre environment.
How to prepare for a job interview at Worldpay
✨Showcase Your Technical Knowledge
Make sure to highlight your understanding of dialler systems and contact centre technologies during the interview. Be prepared to discuss specific tools you've used, such as CRM systems or IVR, and how you've optimised their performance in previous roles.
✨Demonstrate Strategic Thinking
The role requires strategic planning and forecasting, so be ready to share examples of how you've successfully implemented technology solutions that enhanced customer interactions. Discuss any experience you have with aligning technology operations with business objectives.
✨Emphasise Compliance Awareness
Since regulatory compliance is crucial, make sure to mention your familiarity with GDPR, OFCOM, and other relevant regulations. Share any experiences where you ensured compliance in your previous roles, as this will show your commitment to maintaining high standards.
✨Prepare for Performance Analysis Questions
Expect questions about how you've analysed technology performance metrics in the past. Be ready to discuss how you generated actionable reports and identified trends or opportunities for improvement, as this will demonstrate your analytical skills and attention to detail.
