At a Glance
- Tasks: Support the Dialler & Contact Strategy Manager and monitor dialler performance in real-time.
- Company: Join a dynamic team focused on optimising contact strategies.
- Benefits: Gain valuable experience, develop skills, and enjoy a collaborative work environment.
- Other info: Opportunity for growth in a fast-paced, supportive setting.
- Why this job: Make an impact by improving operational performance and enhancing customer interactions.
- Qualifications: Experience with diallers and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Purpose of role
This role supports the Dialler & Contact Strategy Manager, collaborating with Operational Management teams to efficiently manage dialler and data allocation on a daily basis.
Responsibilities
- Support the Dialler & Contact Strategy Manager, collaborate with Operational Management teams and efficiently manage dialler and data allocation on a daily basis.
- Real-time monitoring of the dialler function’s performance, identify anomalies against targets, and escalate adherence and performance issues. Jointly manage Dialler Tickets & Queries, adhere to SLAs, and identify trends.
- Resource allocation and utilisation, identify key areas for improvement and share best practices with other business divisions.
- Real-time monitoring of the internal helpdesk (JIRA) – manage, own, and resolve queries and tasks within SLA.
- Utilise the dialler effectively to reduce wait times and positively affect opportunity & performance.
- Identify, own, and escalate incidents affecting departmental real-time performance, ensuring accurate impact recording and productivity optimisation.
- Monitor feedback on data quality and escalate 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 and regular reporting to management.
- Own and administer Operations wallboards, providing accurate real-time performance data to stakeholders and recommending improved utilisation.
- Identify positive and negative trends in real time and historically, feeding back findings and suggested solutions.
Skills & Qualifications
- Experienced working with diallers.
- Proven ability to troubleshoot efficiently and accurately using defined processes.
- High level of verbal and written communication skills.
- PC literacy with strong knowledge of MS Office, especially Excel.
- Competent use of Microsoft Office.
- Ability to make independent decisions while working effectively as part of a team.
- Present information in a variety of styles depending on the situation/message required.
Previous Experience
- Experience working with Diallers in a real-time capacity.
- Experience in Finance or Card Payment industries.
- Experience in a resourcing capacity.
- Knowledge of the Elsbeth Dialler.
- Experience working with a Work Force Management (WFM) tool.
Junior Real Time Analyst in Stockport employer: Global Payments Inc.
Join a leading name in the payments industry as a Senior Accountant in Manchester, where you'll thrive in a dynamic and inclusive work culture that champions innovation and collaboration. With opportunities for professional growth and development, you'll be part of a team that values your contributions and empowers you to drive meaningful change. Enjoy a fast-paced environment that not only supports your career aspirations but also fosters strong relationships across diverse teams, making every day an opportunity to learn and excel.
StudySmarter Expert Advice🤫
We think this is how you could land Junior Real Time Analyst in Stockport
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We think you need these skills to ace Junior Real Time Analyst in Stockport
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