Dialer & Reporting Assistant

  • Location
    Leeds, West Yorkshire
  • Salary
  • Category
    IT - ERP Systems & CRM
  • Job type
  • Industry
    IT and Telecoms
  • External Reference

Job Title: Dialler & Reporting Assistant

Life working for our client is exciting, demanding, fast paced, and most importantly fun! If you're interested in working at a compay like this. Please check out the job description below. Great if experienced and looking to develop.

Assignment Summary

Reporting directly into the Senior Operations Manager, you will work as part of a busy collections operation where you will be responsible for supporting the management of Collections strategies including Avaya dialler system contact strategies, workflow strategies, contact campaign management and dialler support for an inbound and outbound collections operation. This is an exciting opportunity managing strategies and driving performance.

This position is responsible for the day-to-day execution of calling strategies for a 20+ head Outbound/ Inbound Blended Unit. The Dialler Assistant will work closely with the Management Team and other business stakeholders to develop the most efficient and effective utilisation of data and resource to drive contacts.

This position is also responsible for producing various client and ad hoc reports in accordance with monthly and weekly schedules in a timely and consistent manner.

The dialler and reporting assistant will also be responsible for RTR (Real time reporting) through the eWFM system (Work Force Management) in order to maximise operational productivity by reducing shrinkage.


The position requires high effectiveness and high-quality business execution, including but not limited to the following key focus areas:

    • Manage systems effectively for optimum performance results from the Collections teams.

    • Liaising with and highlighting weaknesses to the Senior Operations Manager and management team.

    • Produce, evaluate, interpret and analyse a range of statistical and written information in order to make recommendations to the Senior Operations Manager that will have a positive impact on policy and strategy.

    • Develop and work with rigorous analytical tools to evaluate effectiveness of all strategies from both an operational and profitability perspective.

    • Be prepared to suggest, and quickly implement, changes and improvements as necessary.

    • Involvement with Operational planning to deliver optimal strategies.

    • Ensure successful operation of outbound Dialler campaigns; identifying outbound opportunities and providing feedback and recommendations to maximise scheduled adherence, occupancy and effective use of the Dialler system.

Additional responsibilities may be added as the needs of the business change and expand.

Qualification and experience

To qualify for this role you must have:

    • Proven experience at delivering high quality output to tight deadlines.

    • Strong working knowledge of management reporting tools and processes within the contact centre industry;

    • Demonstrable organisational and prioritisation skills with the ability to manage multiple projects concurrently.

    • Be highly numerate.

    • Be flexible in line with required operational hours.

    • Excellent PC skills and dialler software/system knowledge

    • Effective communication skills both written and oral

    • First rate data manipulation skills using excel and other IT packages

    • Strong communication and interpersonal skills. Ability to recognise the need for and initiate change with good problem-solving skills and a solution focused mindset

    • Detail oriented with the ability to multitask in a fast-paced multi-function contact centre environment

To be successful in this role you should:

    • Have an investigative attitude.

    • Ability to plan and prioritise work to tight timelines

    • A positive pro-active attitude and self-motivation

    • Have excellent communication skills.

    • Ability to work well under pressure.

    • Have excellent attention to detail.

    • Be service minded.

    • Be proactive.

    • Be highly flexible and welcome change/improvements.

If you are interested please apply or call Matt Lawson on 0113 2186530 for further information.



Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: Matthew Lawson