Dialler Manager

at  DNA Payments

ABOUT US

Founded in 2018, we are one of the largest independent, fully vertically integrated omnichannel payments companies in the UK and Europe. We help businesses receive payments either through POS systems (the ones you tap your card on) or online. Recently listed in the top 50 fintech start-ups by Beauhurst.
We raised £100 million through Alchemy and currently process over £1.2bn a month, servicing over 60,000 customers across the UK & Europe.
DNA is made up of nine subsidiaries (and counting), DNA Payments, 123Send, Optomany, Opto KZ, Active Payments, EFT Solutions, Kwalitas, FPMS and Card Cutters. There are 350 of us across our head office in London, regional offices in the UK and Kazakstan. We are growing quickly and are on the lookout for the very best talent to help us achieve our mission; to be a Pioneering Payments Provider, Powering businesses to thrive.
Job Summary:
We’re looking for a Dialler Manager to join our expanding UK team. This is a full time role, with remote working options available across the UK.
Reporting to the Head of Data Management and Contact Centre Operations, you will be responsible for running and managing a predictive dialler along with the day-to-day tasks. This includes being responsible for loading and reporting on the data, reporting on the agent activity and completing ad hoc analysis on how the data performs.
Full training will be provided to use developing tools and reports in order to manage the data within the platform, as well as to support the development of the platform going forward.

JOB DESCRIPTION:

The Dialler Manager will ensure the effective and efficient use of data within the platform, contributing to the overall success and productivity of the organization. Day to day activities will include:

• Conduct comprehensive analyses of agent outputs and platform performance metrics.
• Identify and interpret patterns, trends, and anomalies in data.
• Track and evaluate individual agent performance metrics.
• Identify areas for improvement and develop targeted training or support interventions.
• Provide detailed feedback and recommendations based on the analysis to improve performance.
• Oversee the import and export of data within the platform, ensuring accuracy and timeliness.
• Maintain data integrity and security protocols in all data management processes.
• Implement and monitor data hygiene practices to ensure the quality of data being used.
• Continuously monitor data usage patterns and volumes to anticipate and react to demand changes.

REQUIRED SKILLS

• Previous hands-on experience with Noetica Synthesys software is highly advantageous.
• Intermediate knowledge of Microsoft Excel, including formulas, pivot tables, data visualization and macros.
• Proven experience working with predictive diallers, including configuration, optimization, and troubleshooting.
• Understanding of different dialing modes (predictive, preview, and manual) and appropriate use cases.
• Thorough understanding of OFCOM and DMA guidelines.
• Background in data analysis, with the ability to interpret complex data sets and derive actionable insights.
• Experience with data visualization tools and techniques to present data in an understandable and impactful manner.
• Added bonus - proficiency in SQL for querying databases and extracting relevant data.

Please refer the Job description for details