Contact Center Controller
Sabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.
Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.
We are currently looking for a passionate and enthusiastic Contact Center Controller for a temporary role within Sabio
Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.
We are currently looking for a passionate and enthusiastic Contact Center Controller for a temporary role within Sabio
Key Responsibilities
The team controllers are the people in charge of managing real time the outbound call databases (closed records, diallings, records of the different databases, availability and times, sales).
- Updating the customer database records for outbound calls.
- Communication with customers in real time
- Total management of the telesales dialler
- Optimisation of the database for call management by agents
Skills Knowledge and Expertise
- Experience in the management and parameterisation of Contact Centre dialers (preferably Genesys).
- Knowledge of the operation and usual KPI's of a Contact Center platform.
- High analytical capacity of data related to the operation of the Contact Center.
- Experience in dealing directly with customers and resolving requests, relationship with direct partners (agencies) and indirect partners (support).
- Own initiative for continuous improvement proposals.
- High capacity for online decision making and resolution of problems or possible incidents.
- Software skills: Microsoft Office advanced (Power Query knowledge), SQL (Desirable), Genesys (Desirable).
- Availability to work on site (Sevilla) in shifts (morning and afternoon)
