We have another new position available here at Ruby Energy for a data-driven Dialler Analyst to join the growing team here at our offices in Fleetwood.
The Dialler Analyst is responsible for assisting the outbound dialling system, ensuring that it operates efficiently and effectively to maximise agent productivity and enhance customer experience. The role involves monitoring system performance, analysing data, optimising dialling strategies, and troubleshooting any issues with the dialler system.
The Dialler Analyst will work closely with other departments, such as operations, IT, and compliance, to ensure that dialling campaigns are aligned with business goals and regulatory requirements.
Main Responsibilities (but not limited to):
1. Be the first point of contact for all matters relating to telephone campaigns and dialer/campaign performance.
2. Monitor call volumes, service levels and agent activity.
3. Format data to meet the specifications of the dialler.
4. Report areas of concern to management and stakeholders.
5. Provide real-time performance MI and analysis to help ensure the efficient running of dialler/s.
6. Liaise with management and stakeholders to improve productivity and performance.
7. Produce accurate and meaningful analysis from MI.
8. Provide recommendations for optimising KPI's and campaign success.
9. Analyse large sets of data and deliver value-added insight to support changes to the dialler system.
10. Ensure that the data is well cleansed and profiled before dialing.
11. Administration and day-to-day management of the dialler.
12. New campaign setups.
13. Identify any trends that could be exploited to improve performance.
14. Manage purchased data sets to ensure a maximum return on investment.
15. Ensure campaigns are managed to retain compliance and operate within regulatory obligations including but not limited to OFCOM, IC and DMA.
Requirements to be considered:
1. At least 2 years' experience working within a contact centre sales or customer service support role.
2. Strong analytical and problem-solving skills.
3. Salesforce experience would be advantageous.
4. Demonstrable use of the following Microsoft Office packages at an Intermediate to Advanced level: Excel, Word, Outlook, PowerPoint.
5. Good verbal and written communication skills.
Benefits:
1. Working hours - Monday to Friday.
2. Buy & Sell Annual Leave Scheme.
3. Employee Assistance Programme (EAP).
4. Access to Employee Health Scheme.
5. Career development.
6. Employee Recognition Incentives.
7. Company events.
8. Monthly dress down days.
9. Tea & coffee facilities & On-site Canteen.
10. Local discounts / benefits.
What you need to do now:
If you would love to join us as our new Dialler Analyst, we encourage you to apply now!
Be a part of our bright future and talk to Ruby today!
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