About The Role
Team – Direct to Business Lead Generation
Working Pattern - Hybrid – 2 days per week in the Vitality Stockport Office. Full time, 40 hours per week.
We are happy to discuss flexible working!
Top 3 skills needed for this role:
1. Attention to detail
2. Problem-Solving with a proactive approach to identifying issues and implementing solutions
3. Good communication and organisational skills
What this role is all about:
This is an exciting opportunity for someone who enjoys being in the detail and thrives on making a difference through data. As the In-Day Performance Manager, you'll be at the core of optimising daily performance for both Outbound and Inbound operations within Lead Generation. You'll manage data meticulously, spotting and addressing any concerns to drive positive change.
Not only will you monitor key performance indicators, but you'll also ensure that the quality of our leads is of a high standard. Your role will guarantee effective dialler operations, enhancing team productivity and operational efficiency. This is your chance to make a significant impact every day!
Key Actions:
1. Ensure the dialler is configured to maximise efficiency, minimising dropout rates.
2. Collaborate with the Optimisation Manager and data teams to troubleshoot and resolve dialler and data-related issues.
3. Validate that correct data is being dialled to improve conversion rates and minimise dropped calls.
4. Identify where data return rules do not meet expectations and flag operations falling outside key performance indicators.
5. Monitor adherence to scheduled activities and report discrepancies to the Operations Manager.
6. Identify in-day performance concerns by analysing real-time data and metrics.
7. Conduct end-of-day performance reviews, providing comprehensive insights into Lead Generation performance.
8. Compile and present management information on in-day team performance, including call volume, conversion rates, and contact rates to all levels of management.
9. Utilise data analytics tools to track and report on performance trends.
10. Ensure daily performance and key metrics are achieved, supporting the sales team.
11. Monitor absence levels and assess their potential impact on overall contact centre performance.
12. Work closely with the Operations Manager to align performance strategies with overall business objectives.
13. Capture, track, and raise faults with systems and data, ensuring effective resolution processes are in place.
14. Provide actionable feedback and recommendations based on performance data to improve team effectiveness.
What do you need to thrive?
1. Strong analytical skills with experience in data management and performance monitoring.
2. Familiarity with outbound contact centre operations and dialler systems.
3. Proficient in data analysis tools and software (e.g., Excel, Salesforce, Alvaria).
4. Excellent communication skills and ability to collaborate across teams.
5. Experience in a similar role is preferred but not essential.
So, what’s in it for you?
Bonus Schemes – A bonus that regularly rewards you for your performance
A pension of up to 12%– We will match your contributions up to 6% of your salary
Our award-winning Vitality health insurance – With its own set of rewards and benefits
Life Assurance – Four times annual salary
These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page.
About The Company
We're really excited to announce that we have recently been awarded "Top 10 Best Places To Work" in The Sunday Times Awards 2024!
Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place.
We’ve been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives – they benefit, our business benefits, and society benefits. We’re successful because we attract, develop, and retain the best people – and because we care.
Plus, you get to join our 1.7+ million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out.
Ready to find out if we’re the right fit for you? We can’t wait.
We’re committed to diversity and inclusion because it’s good for our employees, for our business, and for society. To learn more please visit our Careers page.
If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested, please submit your application as soon as possible.
Job Info
Job Title: Performance Analyst
Company: CV-Library
Location: Competitive
Posted:
Closes: Jan 11th 2025
Sector:
Contract: Permanent
Hours: Full Time
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