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- Tasks: Monitor and optimise dialler performance while resolving queries and improving resource allocation.
- Company: Global Payments, a leader in payment technology and solutions.
- Benefits: Competitive salary, dynamic work environment, and opportunities for career growth.
- Why this job: Join a passionate team and shape the future of payments technology.
- Qualifications: Experience with diallers and strong communication skills required.
- Other info: Ideal for those looking to make an impact in a fast-paced industry.
The predicted salary is between 30000 - 40000 £ per year.
Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Role Purpose
- 20%: To support the Dialler & Contact Strategy Manager, collaboratively working with the Operational Management teams and efficiently manage the dialler and data allocation on a daily basis.
- 50%: Real‑time monitoring of the dialler function's performance, identifying anomalies in performance against targets and escalating adherence and performance issues where appropriate. Jointly managing the Dialler Tickets Queries, adhering to the SLA’s we have for ticket resolution and identifying trends with issues raised.
- 30%: Responsible for resource allocation and utilisation as well as identifying key areas for improvement and sharing best practices with the other business divisions.
Key Responsibilities
- Real‑time monitoring of the internal helpdesk (JIRA) – manage, own, and resolve queries and tasks within SLA.
- Utilise the dialler effectively to ensure wait times are reduced and opportunity & performance is positively impacted.
- Identify, own, and escalates where required incidents affecting departmental real‑time performance.
- Ensure accurate recording of impact and optimisation of productivity.
- Monitor feedback regarding data quality and escalates any issues impacting dialler performance to the dialler manager.
- Produce intraday & daily analysis of hourly performance, volume & operational performance and end‑of‑day reporting.
- Monitor dialler resource schedule adherence and telephony stats, providing real‑time feedback where required as well as regular reporting to management.
- Own and administer Operations wallboards, providing accurate real‑time performance data to stakeholders and making recommendations for improved utilisation.
- Identify both positive and negative trends both in real time and historically, feeding back your findings and suggested solutions.
Qualifications
- Experienced in working with diallers.
- Proven ability to troubleshoot in an efficient and accurate way using clearly defined processes.
- High level of verbal and written communication skills.
- PC literacy with strong knowledge of MS Office Applications and excellent experience of Excel.
- Demonstrates competent use of Microsoft Office.
- Demonstrates the ability to make independent decisions where required whilst working effectively as part of a team.
- Present information in a variety of styles dependent on the situation/message required.
Preferred Experience
- Previous experience of working with Diallers in a real time capacity would be advantageous.
- Experience in Finance or Card Payment industries would be advantageous.
- Experience of working in a resourcing capacity is advantageous.
- Experience or Knowledge of the Elsbeth Dialler is advantageous.
- Experience of working with a Work Force Management (WFM) tool is also advantageous.
Junior Real Time Analyst in Stockport employer: AdvancedMD
Contact Detail:
AdvancedMD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Junior Real Time Analyst in Stockport
✨Tip Number 1
Network like a pro! Reach out to people in the payments industry on LinkedIn or at events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by practising common questions related to real-time analysis and dialler management. We recommend role-playing with a friend to boost your confidence!
✨Tip Number 3
Showcase your skills! Bring examples of how you've improved performance or resolved issues in previous roles. Numbers speak louder than words, so be ready to share your successes.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Junior Real Time Analyst in Stockport
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Junior Real Time Analyst role. Highlight any experience you have with diallers and data analysis, as well as your communication skills. We want to see how your background fits with our dynamic team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about payments technology and how you can contribute to our success. Keep it concise but engaging – we love a good story!
Show Off Your Skills: Don’t forget to showcase your PC literacy and proficiency in MS Office, especially Excel. If you've got experience with JIRA or any dialler systems, make sure to mention that too. We’re looking for someone who can hit the ground running!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at AdvancedMD
✨Know Your Dialler Inside Out
Make sure you understand how diallers work, especially if you've used them before. Brush up on the specific dialler mentioned in the job description, like the Elsbeth Dialler, and be ready to discuss your experience with it. This shows you're not just familiar but genuinely interested in the tools they'll be using.
✨Showcase Your Analytical Skills
Since the role involves real-time monitoring and analysis, prepare examples of how you've identified trends or anomalies in data before. Be ready to explain your thought process and how you resolved any issues. This will demonstrate your problem-solving skills and ability to think on your feet.
✨Communicate Clearly and Confidently
With a high level of verbal and written communication required, practice articulating your thoughts clearly. You might even want to prepare a few key points about your previous experiences that highlight your communication skills. Remember, it's not just what you say, but how you say it!
✨Prepare for Team Dynamics
This role requires collaboration with various teams, so think about your past experiences working in a team setting. Be ready to share how you’ve contributed to team success and how you handle conflicts or differing opinions. This will show that you can work well with others while still being independent.