Position Overview
Responsibilities:
Manage and optimise dialler campaigns and agent capacity
Design and execute omnichannel strategies (SMS, WhatsApp, email, voice, AI)
Develop and deploy AI agents for contact flows
Build real-time dashboards and track performance metrics
Lead monthly performance reviews and drive KPI improvements
Align contact strategies with compliance and legal requirements
Integrate QA and coaching insights into agent performance
Control costs by optimising contact efficiency and suppressing low-value leads
Pilot innovative contact technologies and automation tools
Oversee Excalibur data integration into contact workflows
Enable and manage tracing strategies for hard-to-contact debtors
Requirements:
Proven experience managing and optimising outbound and inbound dialler campaigns at scale
Strong working k...