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Telephony Optimisation Manager

Elevation Recruitment Group
Job LocationLeeds
EducationNot Mentioned
Salary£30,000 - £35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Telephony Optimisation ManagerLeeds – 4 days office, 1 day homeSalary £30,000 - £33,000 + benefitsElevation 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 ourclient’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!

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