Assistant Dialler Manager
Job Description
Stream
THE COMPANY
Stream Global Services provides Complete Customer Lifecycle Solutions delivered through Intelligent Contact, enabling our clients to maximise value from the relationships they have with their customers.
We do this through a unique blend of Digital, Data, Customer Intelligence, Multichannel Contact and Technology services, with proven solutions to optimise performance, customer experience and ROI.
Stream Global Services is one of the leading business process outsourcing companies in the world with more than 39,000 employees supporting 35 languages across 57 service centres in 22 countries.
THE ROLE
The Assistant Dialler Manager is responsible for providing strong IT support to Contact Centre operations.
KEY RESPONSIBILITIES
You will be responsible for taking ownership of incoming IT Service requests, logging requests accurately and recording key reporting information.
Using your strong communication skills, you will clearly communicate request resolutions or how the request will be administered.
To guarantee a good service level, you will ensure that all requests are followed up with user when required.
Adhering to existing company policy and procedure, you will resolve requests if appropriate by leveraging existing tools.
You will assign unresolved requests to the correct group and escalate issues where appropriate.
You will be a point of contact for user updates.
You will be responsible for 1st line administration of the following:
Diallers
Voice networks
SKILLS & EXPERIENCE REQUIRED
Experience of using dialler technology (AMCAT) is desirable but not essential.
Understanding of Ofcom regulations is desirable but not essential.
Good report processing and writing skills.
Strong knowledge of Excel.
A good understanding of other IT areas would be advantageous to this role.
PERSONAL ATTRIBUTES
Must be a strong communicator to deal with a range of interfaces in a confident and professional manner.
Must be able to demonstrate a good level of resilience.
A quick learner.
Must demonstrate the ability to work both unsupervised and as a member of a team.
Must demonstrate a flexible approach to work.
Must be able to think on your feet and react proactively to situations.
BENEFITS
Salary – dependent on experience
25 days holiday plus bank holidays
Free onsite parking
Free onsite gym
Subsidised onsite canteen
Healthcare after 12 months
To apply for this job please visit definitejobs.co.uk.