Real Time Analyst – Dialler Analyst

Role Overview

• Support manager in maximising the efficiency and effectiveness of outbound teams
• Manage real-time activities and intra-day reporting
• Optimise the dialler system and ensure Team Leaders achieve targets
• Build and execute dialler campaigns
• Conduct in-depth shift analysis for staffing optimisation and review shrinkage patterns

Requirements

• Proven experience in a call centre environment, with a focus on outbound sales operations and real-time or dialler analyst responsibilities
• Proficiency in using call centre software, dialler systems, and real-time monitoring tools, with a specific emphasis on outbound sales campaigns
• Strong analytical skills with the ability to interpret sales data and make informed decisions quickly to drive sales success.
• Excellent communication and interpersonal skills to collaborate with sales teams, stakeholders, and other relevant departments.
• Ability to work under pressure and adapt to changing priorities in a fast-paced outbound sales environment
• Knowledge of outbound sales strategies, lead management, and customer acquisition processes.
• Experience with outbound sales technologies such as predictive diallers, customer relationship management (CRM) software, and sales performance analytics tools.

Benefits

• Real-Time Monitoring: Utilise real-time monitoring tools to compare our productivity metrics to the schedule.
• Ensure compliance: Train and Coach Team leaders on how to view and improve call-related performance metrics such as AHT, Talk time, Admin and ACW Time
• Staffing Schedules and Adjustments: Oversee our WFM system, ensuring all on and off phone time, plus absences, are accurately captured.
• Dialler Campaign Strategy, Execution & Summaries: Build and execute dialler campaigns. Directly manage dialler settings to maximise agent talk time, contact rates, and overall performance.
• Staffing Optimisation: Conduct in-depth shift analysis to identify optimal agent schedules for outbound activity.
• Communication and Collaboration: Lead weekly trading meetings, driving discussions on performance insights and operational challenges.
• Reporting and Documentation: Generate regular reports on WFP, productivity and dialler performance.