Posted: Tuesday, August 22, 2017 5:28 PM
Requisition ID: 4622
Join the Global Community of Scotiabankers to help customers become better off.
In this role you will be responsible for developing efficient and effective outbound call strategies and ensuring the dialer is operating at peak efficiency and workflow meets established goals in a multi:client and multi:operating systems environment. In addition, you will monitor call campaigns and adjust as needed along with interpreting data and advising management of any issues impacting performance.
:Responsible for day:to:day administration and monitoring of predictive dialer system including design, build and maintenance of campaigns, calling lists, filters, reports and list strategies
:Actively participates in sales strategy discussions with the call centre management team
:Partner closely with the lines of business and the rest of the strategy team to meet business objectives and ensure the consistent, accurate execution, reporting and management of dialer operations
:Work closely with our internal partners to capture requirements configure and execute marketing driven dialer campaigns
:Monitor dialer and agent performance and recommend campaign calling strategies in support of management objectives
:Proactively work with call centre management to identify opportunities new dialer campaign strategies
:Responsible for development, testing, implementation and production of daily business reporting as required by management
:Complete regular Quality Assurance monitoring of the dialer system
:Leverage the call centre outbound department data to analyze calling strategies, recommend improvements, and identify defects and /or areas for concern
:Collaborate with Industry groups and associations to keep current and identify Best In Class practices
:Work closely with Vendors to maximize functionalities and capabilities of resources tools
:Knowledge and application of dialer software, data gathering and trend analysis including application of spreadsheet software like MS Excel, statistical analysis, graphing, data presentation, communications, team presentations and public speaking skills.
:Problem resolution and analytical skills.
:Discipline to work in a high moving environment.
:Associates degree plus 1 year of call centre experience or equivalent work experience.
:Must have working knowledge of dialer applications : ex: Avaya, Unison etc.
:Must have working knowledge of Avaya : Inbound/Outbound Preferred.
:Must be proficient in Excel.
Core shift is Sunday:Thursday, 1:00pm:9:00pm.
Position requires some flexibility in hours periodically due to projects and staffing needs
Location(s): Canada : Ontario : North York
As Canada's International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. We value the unique skills and experiences each individual brings to the bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.
• Location: Toronto
• Post ID: 85165588 toronto