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Company / Role Overview:
Large International Contact Centre Service outsourcer providing excellent quality call centre collections services to Blue Chip Clients, who this role will liaise with on a regular basis. You will need Outsourcing Client contact and collections experience to ensure the business is able to meet client/campaign KPI’s and Financial Metrics. You will take
Over all responsibly for monitoring Financial and KPI performance to include Work force management levels
Adjusting operational elements and communicating change and ownership of client invoicing and contractual adherence

Key Skills / Experience required:

Your CV must contain details of the following experience in order to be considered for this role
•Collections (debt Recovery) processes
•Business Analysis
•Change Management
•Financial forecasting
•Client/ Account management
•MI and ACD call traffic Reporting

Key Responsibilities:
•Pivotal contact point between Client and Operation.
•Analyses historical reporting data, volume projections and financial impacts
•Makes changes & recommendations as appropriate
•Responsible for development of MI according to contracted
•Produces accurate weekly invoice summaries in accordance with contracted process
•Responsible for close analysis of all schedules of the Services Agreement
•Gain in-depth understanding of contractual obligations between company and Client
•Proactively adjusting call routing configurations or staffing levels on an intraweek basis as needed
•Track scheduling exceptions including attendance, approved off-phone activity or policy violations.
•Prepares, updates and distributes various ACD, RTA etc, reports for management and clients as needed
•Work with internal departments to ensure adequate time allowance for changes to Operation

Liaison with:
•Clients at a senior level
•Site financial controller
•Change Control Manager
•Reporting Analysts
•Account management
•ACD personnel
•Internal stake holders

For more information, please contact Cactus Search today

Package:
Upto £40k + bonus + bens