Telephony Optimisation Manager
Leeds – 4 days office, 1 day home
Salary £30,000 - £33,000 + benefits
Elevation recruitment Group are looking for a highly motivated and analytical individual with a passion for technology to join a fantastic Leeds based business as their Telephony Optimisation Manager!
We require an individual with a proven track record of building lasting relationships and a strong desire to make a significant contribution to a team’s success. As Telephony Optimization Manager you will play a pivotal part in shaping the future of our client’s customer experience strategy, ensuring seamless service delivery, and optimising performance across the business.
Key Duties & Responsibilities:
- Oversee all telephony-related activities, including setup, configuration, and onboarding of new users
- Conduct daily touchpoints, catch-ups, and trend reporting to maintain optimal system performance
- Analyse and refine the current telephony landscape within the organisation
- Identify opportunities for improvement and increased efficiency to enhance overall performance
- Utilise analytical tools such as Power BI, SQL, and emerging AI technologies to identify trends and generate insightful dashboards
- Provide data-driven decision-making support for continuous improvement initiatives
- Leverage your understanding of telephony networks to optimise agent workflows and boost overall performance
- Explore and implement innovative methods to engage with customers beyond traditional telephony
- Monitor operational processes and systems in real-time to identify deviations from expected performance
- Ensure team compliance with third-party systems to meet regulatory expectations regarding telephony contact
- Provide intra-day performance updates to key stakeholders, highlighting anomalies in telephony traffic volumes and key metrics
- Cultivate and maintain relationships with telephony product suppliers to ensure effective collaboration and optimal service delivery
- Review and suggest improvements to telephony implementations across the business
We are keen to speak with Telephony/Dialler managers who possess the following skills and experience:
- Proven experience in telephony management, optimisation, and analytics
- Strong analytical skills and proficiency in tools like Power BI, SQL, and AI technologies
- Excellent communication and interpersonal skills
- Ability to build and maintain lasting relationships with key stakeholders and suppliers
- Innovative mindset with a passion for exploring new technologies and improving customer engagement
If you are ready to take on this exciting challenge and make a meaningful contribution to our client’s team, contact us today!