Dialler Analyst

Dialler Analyst

  • Location Northampton Administration Centre, East Midlands
  • Salary £19,647 - £28,379
  • Contract type Permanent
  • Closing date 23/04/2019
  • Ref R002203571
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Introduction

We need:

  • Dialler Analyst based in Northampton Admin Centre
  • £19,647 - £28,379 a year (dependant on current salary and experience)
  • 35 hours a week on a permanent full time contract

 

Working Pattern: Rotational shift pattern between the hours of 7am – 8pm Monday to Friday and 1 in 5 Saturdays (8am-12pm).

The Capacity Planning & Performance (CPP) Real Time Team in NAC are looking for a Real Time Analyst. The role covers the management of inbound and outbound contact tools, assisting telephony operations areas in their commitment to provide a legendary service to our members.

Who we're looking for

As a minimum requirement you’ll:


• Be self-motivated planner and organiser with a strong work ethic and high personal standards
• Be an analyst and statistician, competent in data gathering/ interpretation and detailed planning to optimise Member Contact performance
• Be able to think fast, spot trends, act quickly and deliver to tight deadlines within a demanding and challenging customer focused environment
• Be confident in communicating and engaging high level stakeholders
• Good working knowledge of Microsoft Office products, specifically Excel
• Have a flexible approach to working hours

Desirable skills include:


• Experience in operational contact centre management and sound knowledge of other outbound contact tools
• Experience in setting and managing dialler campaigns – blended with other contact tools and as part of an overall inbound/outbound contact centre environment

What you'll be doing

• Maximising agent resource and availability to meet the inbound and outbound contact demand
• Reviewing all real time activity to manage intraday abandoned calls
• Management of outbound tools, with a view to maximise contact
• Trend analysis, making recommendations to the Operation to maximise service levels
• Liaising with key stakeholders within the operation and the wider CPP function

Apply now

The extras you'll get

If you put a lot in, it’s only fair you should get a lot out. So if you help us do the right thing for our members, we’ll help further your career with us.

As part of our team you’ll get:


• Access to training to help you progress and develop your technical skills and career
• Pension scheme where if you pay in 7% we’ll top it up to 23%
• Life assurance worth 8x your salary
• 24 days’ holiday plus bank holidays
• The ability to 'buy’ up to 10 days more holiday
• Flexible benefits scheme giving you access to discount vouchers at various retail outlets
• Access to an annual performance related bonus scheme

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Work with PRIDE

Work with PRIDE