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The Role:
We’re on the lookout for a strategic and analytical Dialler & Resource Planning Manager to lead the charge in optimising our contact centre operations. This pivotal role will oversee dialler performance, outbound contact strategy, and workforce planning - ensuring our teams are resourced effectively and campaigns run smoothly across predictive, preview and progressive dialling platforms.
You’ll be the go-to expert for forecasting, reporting and real-time management, driving productivity and compliance across all contact systems. With a sharp eye for data and a proactive mindset, you’ll play a key role in enhancing agent utilisation and increasing right party contacts.
We’re based in Aylesbury and currently work from the office one day a week - every Wednesday.
What you'll be doing:
- Leading the Workforce Planning function to deliver accurate capacity plans
- Managing inbound and outbound campaigns, including the development of new strategies
- Analysing dialler and contact data to inform tactical and strategic decisions
- Driving improvements in contact rate, talk time and campaign productivity
- Ensuring compliance with internal policies and external regulations
- Providing technical support and contributing to ad-hoc projects
- Creating and reviewing reports to improve performance across contact systems
- Offering timely insights to stakeholders and coaching teams to success
What we're looking for:
- Proven experience managing dialler systems and contact centre platforms
- Strong analytical skills with high attention to detail
- Advanced Excel and SQL data manipulation capabilities
- Confident communicator with the ability to tailor insights across all levels of the business
- Experience in forecasting across multiple channels and mediums
- Organised, adaptable and able to work to performance targets
- Skilled in coaching and training with a clear, professional approach
- Knowledge of business strategy to inform dialler planning
- Willingness to flex working hours to meet operational demands
- Ability to manage expectations from agents to senior leadership
Desirable:
- Familiarity with Teleopti WFM (Web and Local versions)
- Experience managing hybrid contact centres (home and office-based)
- Strong project management skills
Why choose Agria Pet:
Agria Pet Insurance is one of the UK's leading specialist pet insurance providers. We only provide lifetime insurance for animals, so truly understand and care about our customers and their beloved pets - especially as most of our team are pet parents, and we're all animal-lovers. Our passion for pets means that we are trusted by The Royal Kennel Club, Lloyds and many other significant affinity partners to provide lifetime pet insurance in their names.Â
Working closely with animal welfare organisations, vets and breeders, gives us deep insight on what's best for pets. And we give back too - including supporting hundreds of animal rescues, protecting over 100,000 rescued animals, and through donations of over £2m to animal charities.Â
We are a strong, growing business, having doubled our GWP in the last 5 years, with a supportive ethos and family feel. We became one of the UK’s Best Workplaces™ in 2023, 2024 and again in 2025, we have the top 4 slots on Which? Best Buy pet insurance and we are extremely proud to be the only carbon negative pet insurer in the UK.
What we offer:
- 25 days annual leave which increases with service, plus bank holidays and an additional day off for your Birthday
- Opportunity to buy/sell up to 5 days annual leave per calendar year
- Contributory pension and Life Assurance scheme
- Access to 25% off insuring your pet with Agria. Friends and family are also entitled to a discount too
- We aim to support the health and wellbeing of all our colleagues so you’ll have access to a Health Cash Plan, mental health support and health and wellbeing platforms, including Headspace
- Free tickets to a huge variety of pet related events
- Complimentary refreshments in our breakout area
- Regular team activities and events arranged by our Employee Forum
