Real Time & Dialler Analyst - Financial Services Firm

We are pleased to be working with a well-known financial services business, assisting it in finding a Real Time and Dialler Analyst. Due to its highly successfully ongoing projects the organisation is going through a period of growth. The Real Time and Dialler Analyst's primary responsibility will be to support the delivery of efficiency and effectiveness across all collection departments.

Key responsibilities - 

- Monitors real-time call flows, admin queues and workflow queues management of the outbound Dialler platform, maximising contact rate to deliver maximum sales opportunities

- Responsibility for manipulating/loading calling data to dialler platform Optimise real-time / intraday issue resolution with planning

- Working with all levels of operation to understand new reporting requirements - designing and delivering in a timely manner (ad-hoc etc)

- Analyse performance and provide insight into any trends to stakeholders whilst proactively making recommendations to mitigate any impact on SLAs

- Monitoring of campaign/agent performance to maximise productivity/efficiency - working with operations/team managers to make recommendations for improvements

Experience and Skills - 

- Experience in a similar role within real time or tactical planning role in a contact centre environment

- Previous experience working with Dialler Technology and conducting analysis to provide insight to achieve efficiency

- Excellent communication skills with all levels of business

- Experience within a call centre environment and industry specific systems

- To take advantage of this opportunity, please use the application link provided.