Telephony Optimisation Manager

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!