Takepayments Support Staff (002)

Real Time Analyst

Location: Stockport
Salary: £20,000
Job Type: Permanent
Posted: 24/03/2021

Purpose of role:


To support the Dialler Operations Manager and collaboratively work with the local operational management teams and efficiently manage the dialler and data allocation on a

daily basis.


Real time monitoring the performance of the dialler function and identify anomalies in performance to target and escalate adherence and performance issues where appropriate.



Primary responsibilities:

  • Real time monitoring of the internal helpdesk - 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 department 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 co-worker 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.
  • Interpret intra-day contact centre performance, identifying trends.



Skills & Qualifications:


  • Experienced in working with diallers.
  • 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.
  • 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.


Apply now

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