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- Tasks: Monitor and optimise dialler performance while managing queries and resource allocation.
- Company: Join Global Payments, a leader in payment technology solutions.
- Benefits: Full-time role with opportunities for growth and development.
- Why this job: Make a real impact in the fast-paced payments industry.
- Qualifications: Experience with diallers and strong communication skills required.
- Other info: Dynamic team environment with equal opportunity for all.
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.
Purpose of role:
- 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 escalate 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.
Primary 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 escalate where required incidents affecting departmental real-time performance. Ensure accurate recording of impact and optimisation of productivity.
- Monitor feedback regarding data quality and escalate 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.
Skills & 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.
- Demonstrate competent use of Microsoft Office.
- Demonstrate 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.
Previous 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.
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law.
Junior Real Time Analyst in Stockport employer: Global Payments
Contact Detail:
Global Payments Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Junior Real Time Analyst in Stockport
✨Tip Number 1
Get to know the company inside out! Research Global Payments and their dialler systems. This will help you tailor your conversations during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your real-time problem-solving skills. Since the role involves monitoring performance and troubleshooting, try simulating scenarios where you have to identify and resolve issues quickly. It’ll give you a leg up in interviews!
✨Tip Number 3
Network with current employees or others in the industry. Use platforms like LinkedIn to connect and ask about their experiences. This can provide valuable insights and might even lead to a referral!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and keen on joining our team!
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 these are key for us. Use keywords from the job description to show you're a perfect fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share why you're excited about the role and how your skills align with our needs. Keep it concise but impactful – we want to see your personality come through!
Showcase Your Communication Skills: Since this role requires strong verbal and written communication, make sure your application reflects that. Use clear language and structure in your CV and cover letter to demonstrate your ability to communicate effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Global Payments
✨Know Your Dialler
Make sure you brush up on your knowledge of diallers, especially the Elsbeth Dialler if you can. Understand how it works and be ready to discuss any previous experience you've had with diallers in a real-time capacity. This will show that you're not just familiar with the technology but also know how to troubleshoot effectively.
✨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 previously identified trends or anomalies in performance data. Be ready to discuss how you would approach producing intraday and daily analysis reports.
✨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 information in various styles depending on the audience. You might even want to prepare a brief presentation on a relevant topic to showcase your ability to communicate effectively.
✨Be Ready to Problem Solve
The job requires troubleshooting and resolving queries efficiently. Prepare for situational questions where you might need to demonstrate your problem-solving skills. Think of specific instances where you've successfully resolved issues under pressure and be ready to share those stories.