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DATE ADDED: Mon 09/03/2020

Dialler Analyst

Liverpool, UK


JOB TYPE: Permanent, Full Time

SALARY: Dependent on experience

Job Description:

The overall purpose of the dialler analyst is to drive Contact Centre operations performance and  being responsible for maintaining a high-performance blended calling environment for the Contact Centre. Facilitate the effective use of Dialler functionality to maximise operational efficiency. Effectively engage with business leaders, team leaders and to deliver Dialler campaigns that achieve departmental objectives in a cost-effective manner.


Roles and responsibilities:

  • Manage a dialler inbox of requests for moves/adds/changes/deletes, in line with dialler manager
  • Be trained within Connex One to provide adequate coverage in the absence of dialler manager when necessary
  • Real time support for:
    • Driving performance, managing down wrap time, pause time, and idle time by contacting individuals directly to offer support and understand downtime timescales
    • Daily reporting for previous day and in day real time reporting on all dialler productivity metrics, including call volumes, connect rates, wrap usage, pause usage, occupancy
    • Be a key member of the operational teams within claims, building relationships with all managers and delivering real time workable plans to drive productivity
    • Challenge the management team where appropriate and escalate where necessary
    • Support the loading of manual data as and when necessary
    • Support of identifying faults/issues with the platform and troubleshooting user issues

Skills and qualifications:

  • Excellent communication skills with a can do attitude
  • Ability to probe and challenge in a professional way to achieve the best outcome's
  • Organisational skills
  • Someone who “gets things done”, with the ability to manage time and prioritise tasks
  • Experience of using ACD systems and dialer software (desirable)
  • Ability to work in a fast paced environment
  • Advanced level of PC Skills, particularly Microsoft Office applications (Excel, Word and PowerPoint)
  • Good knowledge and understanding of analytical tools
  • Problem Solving
  • Professional and Approachable



Standard Office Hours but being Flexible to meet business needs

Salary dependant on experience

Annual Holiday Entitlement

Bank Holidy entitlement

“me time”

Pension Scheme

Role: Dialler Analyst
Job Type: Permanent, Full Time
Location: Liverpool, Merseyside, Merseyside

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