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- 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.
- Why this job: Make an impact by improving operational performance and enhancing customer interactions.
- Qualifications: Experience with diallers and strong communication skills are essential.
- Other info: Opportunity for growth in a fast-paced, supportive setting.
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.
Contact Detail:
Global Payments Inc. 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 industry, especially those who work with diallers. A casual chat can lead to insider info about job openings that aren’t even advertised yet.
✨Tip Number 2
Show off your skills! If you’ve got experience with diallers or data analysis, make sure to highlight that in conversations. Use real examples of how you’ve improved performance or solved issues in the past.
✨Tip Number 3
Be proactive! Don’t just wait for job postings to pop up. Reach out directly to companies you’re interested in and express your enthusiasm for working with them. You never know what opportunities might arise!
✨Tip Number 4
Apply through our website! We love seeing applications come directly from our site. It shows you’re genuinely interested in joining us and makes it easier for us to keep track of your application.
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 management, as well as your troubleshooting skills. We want to see how your background fits with what we're looking for!
Show Off Your Skills: In your cover letter, don’t just list your skills—show us how you've used them in real situations. Talk about your experience with MS Office, especially Excel, and how you've tackled challenges in a team setting. We love seeing practical examples!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon unless it's relevant. We appreciate a well-structured application that gets straight to the heart of your qualifications.
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 track your application status. Plus, we love seeing candidates who take the initiative to engage with us directly!
How to prepare for a job interview at Global Payments Inc.
✨Know Your Dialler
Make sure you brush up on your knowledge of diallers, especially the Elsbeth Dialler mentioned in the job description. Be ready to discuss your previous experiences with diallers and how you've used them to improve performance or troubleshoot issues.
✨Showcase Your Analytical Skills
Since the role involves real-time monitoring and analysis, prepare to demonstrate your analytical skills. Bring examples of how you've identified trends or anomalies in data before, and be ready to explain how you approached those situations.
✨Communication is Key
With a high level of verbal and written communication skills required, practice articulating your thoughts clearly. Think about how you can present complex information simply, as you'll need to communicate findings to various stakeholders.
✨Be Ready for Problem-Solving
The role requires troubleshooting and making independent decisions. Prepare for situational questions where you might need to demonstrate your problem-solving abilities. Think of specific instances where you resolved issues effectively and what processes you followed.