Posted Position Title Dialler Optimisation Leader

 Job Number     1918164
Business     GE Capital
Business Segment     Capital - International
Career Level     Experienced
Function     Collections
Function Segment     Collections Strategy
Location(s) Where Opening Is Available     Australia
City     Richmond
Postal Code     3121
Relocation Expenses     No


Role Summary/Purpose

To optimise performance of collections dialling strategies through effective campaign management together with optimal workforce planning.
Partner with the collections business teams to analyse call patterns & dialler outcomes to maximise resource productivity whilst meeting delinquency & loss targets.
Use outcomes of analysis to prepare and revise both session planning & short term resource plans including defining optimal rostering to meet these plans.


Essential Responsibilities

     Key components to the role include:
• Liaise closely with the Collections and Risk Leaders to understand respective strategic plans
• Analysis of both daily and intraday contact results to optimise call strategies and resourcing to maximise collections efficiency and effectiveness
• Leverage all sources of contact data to develop a deep understanding of respective portfolio dynamics and make customer insight-led recommendations on how to improve resource planning, rostering and performance.
• Create and drive resourcing strategic direction in Collections which is linked to ongoing results.
• Optimise the performance of collections through implementation of effective contact strategies, reporting analytics and challenger programs
• Increase efficiency in Collections through regular review of results vs. targeted and use to refine resourcing / strategy.
• Drive proper operational rhythm around session planning process and linkage to results.
• Build and maintain a productive network of leadership contacts and internal relationships. In particular with the finance team to ensure coherence in strategy & reporting and focus on the overall business objectives is maintained.


Qualifications/Requirements    


Tertiary qualifications in Business administration or mathematics - Desired

Experience
• Resource planning experience in a high volume administration centre or call centre environment.
• Equivalent back ground in Collection call centre.
• Proven leadership experience
• Experience working with digital contact channels

Functional / Technical Knowledge
• Knowledge of administration processes within call centre Collections.
• Knowledge of Work Force Planning technology
• Knowledge of both inbound and outbound contact technology including Dialler, IVR and digital contact channels.
• Knowledge of Lean / Six Sigma principles (minimum CLASS)
• Knowledge of data analysis, modelling and how they can be used to drive collection business operational outcomes.

Skills
• Strong Excel skills
• Mathematical / statistical ability
• Proven experience with forecasting & analysis in a Call Centre environment.
• Experience utilising methods to estimate resource requirements
• Superior Analytical skills – qualitative and quantitative
• Multitasking and Work Priorisation
• Excellent communication skills, both written and verbal, with strong capabilities to articulate complex information.
• Strong Presentation Skills

Attributes/Behaviours
• Customer Focus – work with stakeholders to anticipate and understand their needs
• Clear Thinker – able to filter complex and volumous information and focus on the critical priorities
• Imagination – continuous improvement focus, able to identify value-added opportunities and bring creative ideas to fruition
• Inclusiveness – builds strong connections with team and stakeholders
• Expertise – strong quality and process management focus, continually strives to increase knowledge and understanding of customer contact technologies and impact on business operations