Telephony Optimisation Manager
United Kingdom

About the Role

We are looking for an experienced Telephony Optimisation manager, you will be supporting the leadership team to plan ahead and deliver the business strategy. You will also be supporting and implementing divisional and business activities, and engagement agendas such as pay, leadership team operating rhythms and the creation of papers and executive reporting. 

This is a work from home position, supporting the wider telephony team across the UK.

You will have an in depth knowledge of call routing and dialler management systems.

Your responsibilities will include:

• Making sure performance and business management activities are aligned to the broader strategic agenda
• Supporting areas across the business in the planning and management of business support activities, projects and processes
• People planning, including capability, engagement and communications.
• Reviewing relevant MI and providing analysis of data
• Analyse, plan and deliver improvements to the business banking service .

• Experience of working within a large contact centre environment, supporting the operation through telephony optimisation
• Call routing experience (ICM Script Editor)
• Call optimisation experience
• Stakeholder management experience
• Strong analytical skills and the ability to use information to develop creative solutions that bring tangible value
• Strong problem-solving skills