Junior Real Time Analyst

Job Overview

This is a remote position that requires 1 week’s training in our Stockport Office. Travel and accommodation will be provided if over 30 miles and 1.5 hours travel time. Please do not apply if you are unable to commit to training.

Takepayments is a dynamic and rapidly growing company dedicated to providing top quality merchant services.  We are the UKs most trusted payments provider with an outstanding 4.9 rating on Trustpilot.  We are a part of the Global Payments Group who are a Fortune 500 global leader in payments processing technology and solutions. 

We are looking for a Real Time Analyst to join our existing team 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.

You will be real time monitoring the dialler function’s performance, identifying anomalies in performance against target’s 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.

Benefits of being our Real Time Analyst:

• Excellent Basic Salary of £25,000 with the opportunity to earn commission
• Work From Home Opportunity
• In depth Training and Development with the opportunity to progress your career
• Incredible events and incentives including half yearly 5-star events, and the chance to go to Portugal
• No Weekends!
• 40 Hour week - Shifts Monday - Friday 8.30am to 5.30pm

Responsibilities for our Real Time Analyst:

• 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.

Requirements for our Real Time Analyst:

• 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.

Experience Requirements for our Real Time Analyst:

• 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.