Dialler and Contact Centre Technology Manager

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.

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

• 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.