• Constantly and passionately pursuing initiatives to further enhance and optimise the Inbound and Outbound Call Centres within the Fraud structure through Dialler, traffic and workforce management.• To strategically, tactically and creatively find ways to achieve maximum output and effectiveness of call centre solutions in place currently and in the future.• To ensure Fraud strategies are translated into executable dialler strategies that work to achieve the desired results from a Fraud Operations perspective• To maintain and manage the dialler set up and ensure all settings are in line with best practices and stakeholder requirements• Manage direct reports to ensure each individual’s dialler and inbound set up is optimal and aimed at delivering stakeholder requirements• Performance management of all direct reports
Responsibilities + Skills
Responsible for the maintenance and design of Inbound and Outbound IVR functionality and Inbound VDN set up Represent Fraud at associated forums. Responsible for all aspects of people management.
Responsible for investigating and identifying technology capabilities from an Outbound and Inbound perspective that are aimed at cost management and reduction.