Product Features
Blog
Contact Us
Sign In
Lowell
,
Leeds, West Yorkshire
Omni Channel Specialist
|
|
Job Type: Full-time |
|---|
Overview
We're Lowell. Haven't heard of us? Then let us say hello. You may not know us, but our reputation's growing. We help our customers pay off their debts in practical and affordable ways. And, we do it honestly, ethically, and without any confusing legal jargon. We're expanding quickly, and looking for people who really want to help our customers turn their finances around. People who really want to make a difference. People like you? So that's us. Now, let's talk about your role. An optimised collections strategy is central to Lowell achieving its mission to "Engage with customers in financial difficulty to collect debt in a fair way". Effective and efficient collections strategy capabilities enables Lowell to determine the "next best action" for customers, giving them an easy and flexible experience, as well as optimising business value. Our collections strategies continue to deliver performance at scale with high quality. However, it also needs to evolve to enable quicker change and increased resilience. You will be responsible for delivering consistent output of our customer engagement strategies on a daily basis. Liaising closely with Operations managers, Team Leaders and Resource planning teams, you will ensure execution of the strategies is per our design. This will be an excellent opportunity for you to utilise and grow your expertise and bring in new ideas and solutions to the business. Key duties & responsibilities: Accountable for the day-to-day maintenance and intra-day execution of multiple customer engagement strategies including to Dialler, IVR, SMS and Email Maximise agent productivity on inbound and outbound by proactively managing outbound campaigns, outbound dialler agents and CMS agent activity External IVR campaign creation, changes and intra-day scheduling Liaise with external IVR supplier to create new call flows SMS management, creation, changes and testing Amend planned intraday schedules to deliver optimum collections by making real time decisions based on monetary and schedule forecasts reacting to business needs across all platforms. Maintenance of Dialler lists, jobs, campaigns and phone strategies Support in the development and deployment of new campaigns and strategies across multiple contact channels including specification of requirements, design and build, testing and release CMS housekeeping including new agent administration, agent groups and skill allocation Ensuring full compliance at all times to both Inbound and Outbound SLAs including regulatory SLAs (OFCOM) Conduct analysis on effectiveness of campaigns to optimise and increase contact rates and collections Prepare and circulate intraday reporting for wider stakeholders highlighting any on the day performance risks and mitigating actions Dialler new agent administration and ensuring agent is on relevant reporting Support other areas of the business when contact strategy testing is required Record, own and escalate where required issues impacting real time performance What do we need from you? To make the grade, you'll need the following expertise: Understand and adhere to OFCOM regulations relating to predictive diallers Experience of working with communication platform such as diallers Subject matter expert in Avaya Proactive Contact or other such platforms Experience of developing and presenting business reports and analysis Experience of delivering work under pressure Able to prioritise multiple tasks Be confident in challenging current processes and making sometimes difficult decisions Ability to communicate in a professional and effective manner at all levels in the business. Demonstrate a high attention to detail Good written, verbal skills Self-motivated team player Take the next step and apply Got the lowdown? Like what you see? Take the next step and apply.