Real Time Analyst / Dialler Analyst

Key Responsibilities:

• Utilise real-time monitoring tools to compare our productivity metrics to the schedule. Provide support and guidance in the form of intra-day reporting to all Team Leaders to highlight when we fall outside of adherence.
• Train and Coach Team leaders on how to view and improve call-related performance metrics such as AHT, Talk time, Admin and ACW Time
• Oversee our WFM system, ensuring all on and off phone time, plus absences, are accurately captured.
• Build and execute dialler campaigns. Directly manage dialler settings to maximise agent talk time, contact rates, and overall performance. Provide comprehensive campaign summaries and post-campaign analysis.
• Conduct in-depth shift analysis to identify optimal agent schedules for outbound activity. Review shrinkage patterns and their impact on staffing. Provide recommendations on shift structures and staffing levels..
• Lead weekly trading meetings, driving discussions on performance insights and operational challenges. Maintain open communication with Team Leaders, HOD, and agents to provide real-time updates, share strategic insights, and coordinate necessary actions to optimise sales performance.
• Generate regular reports on WFP, productivity and dialler performance. Document best practices and contribute to the development of standard operating procedures tailored to all SMB teams

Qualifications:

• 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

Preferred Qualifications:

• 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.