Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support outbound teams by optimising staff levels and managing real-time activities.
- Company: Join Deliveroo, a leading food delivery service with a vibrant culture.
- Benefits: Enjoy a competitive salary, hybrid work options, and opportunities for growth.
- Why this job: Make a real impact on sales performance while developing your analytical skills.
- Qualifications: Experience in call centres and proficiency in dialler systems are essential.
- Other info: Dynamic role with excellent career progression in a fast-paced environment.
The predicted salary is between 30000 - 40000 £ per year.
Location: Manchester - Main Office
Employment Type: Full time
Location Type: Hybrid
Department: Deliveroo
Cost Center Hierarchy: Europe UKI Global Restaurants SMB Hub
As a Real Time Analyst / Dialler Analyst in SMB, your primary focus will be supporting your manager in maximising the efficiency and effectiveness of our outbound teams across SMB, ensuring that throughout the day we have optimal staff levels to achieve our targets. You will be responsible for managing real-time activities, intra-day reporting, optimising the dialler system, and ensuring that our Team Leaders are equipped to achieve their targets while delivering exceptional partner experiences.
Key Responsibilities
- Real-Time Monitoring: Utilise real-time monitoring tools to compare our productivity metrics to the schedule. Provide support and guidance in the form of intra-day reporting to all Team Leaders to highlight when we fall outside of adherence.
- Ensure compliance: Train and Coach Team leaders on how to view and improve call-related performance metrics such as AHT, Talk time, Admin and ACW Time.
- Staffing Schedules and Adjustments: Oversee our WFM system, ensuring all on and off phone time, plus absences, are accurately captured.
- Dialler Campaign Strategy, Execution & Summaries: Build and execute dialler campaigns. Directly manage dialler settings to maximise agent talk time, contact rates, and overall performance. Provide comprehensive campaign summaries and post-campaign analysis.
- Staffing Optimisation: Conduct in-depth shift analysis to identify optimal agent schedules for outbound activity. Review shrinkage patterns and their impact on staffing. Provide recommendations on shift structures and staffing levels.
- Communication and Collaboration: Lead weekly trading meetings, driving discussions on performance insights and operational challenges. Maintain open communication with Team Leaders, HOD, and agents to provide real-time updates, share strategic insights, and coordinate necessary actions to optimise sales performance.
- Reporting and Documentation: Generate regular reports on WFP, productivity and dialler performance. Document best practices and contribute to the development of standard operating procedures tailored to all SMB teams.
Qualifications
- Proven experience in a call centre environment, with a focus on outbound sales operations and real-time or dialler analyst responsibilities.
- Proficiency in using call centre software, dialler systems, and real-time monitoring tools, with a specific emphasis on outbound sales campaigns.
- Strong analytical skills with the ability to interpret sales data and make informed decisions quickly to drive sales success.
- Excellent communication and interpersonal skills to collaborate with sales teams, stakeholders, and other relevant departments.
- Ability to work under pressure and adapt to changing priorities in a fast-paced outbound sales environment.
Preferred Qualifications
- Knowledge of outbound sales strategies, lead management, and customer acquisition processes.
- Experience with outbound sales technologies such as predictive diallers, customer relationship management (CRM) software, and sales performance analytics tools.
Real Time Analyst / Dialler Analyst in Manchester employer: Deliveroo
Contact Detail:
Deliveroo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Real Time Analyst / Dialler Analyst in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to real-time analysis and dialler systems. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in previous roles, especially those related to outbound sales and dialler management. This will set you apart from other candidates.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace Real Time Analyst / Dialler Analyst in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Real Time Analyst / Dialler Analyst role. Highlight your experience in call centre environments and any specific skills related to dialler systems and real-time monitoring tools. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your skills can help us maximise efficiency in our outbound teams. Keep it engaging and relevant to the job description.
Show Off Your Analytical Skills: Since this role requires strong analytical skills, be sure to include examples of how you've used data to drive decisions in previous roles. We love seeing candidates who can interpret sales data and make informed choices quickly!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Deliveroo
✨Know Your Numbers
As a Real Time Analyst, you'll be dealing with metrics all day. Brush up on key performance indicators like AHT, Talk time, and Admin time. Be ready to discuss how you've used data to drive decisions in past roles.
✨Dialler Dynamics
Familiarise yourself with dialler systems and their settings. Prepare to talk about your experience in optimising dialler campaigns and how you’ve maximised agent talk time in previous positions. This will show your technical know-how.
✨Real-Time Reporting Skills
Highlight your experience with real-time monitoring tools. Be prepared to explain how you've provided intra-day reporting to support team leaders and improve performance. This shows you can think on your feet and adapt quickly.
✨Communication is Key
Since you'll be leading discussions and collaborating with various teams, practice articulating your thoughts clearly. Share examples of how you've effectively communicated insights and strategies to drive performance in a fast-paced environment.