Dialler Analyst
We are recruiting for a Dialler Analyst to work for a contact centre in Gateshead.
The role will be to deliver value through the optimal use of the predictive dialler, ensure all campaigns are run in the best way to achieve campaign requirements, and to provide accurate and timely campaign reporting.
You will also be responsible for campaign implementation, MI/Operational reporting and activity change to maximise operational efficiency and provide transparency and clarity for change. You will also be required to provide general retention reporting support.
Key Accountabilities
Ensure dialler activities comply with OFCOM regulations.
Devise dialler strategies to optimise RPCs and other key metrics.
Act as central point of contact for all proactive calling data, managing data feeds from around the business into calling campaigns.
Responsible for extracting, querying and analysing dialler data, ensuring all campaigns and data sets are optimised to increase productivity.
Create weekly KPI reports for the calling team for the Campaign Manager.
Create regular campaign performance reports for the Campaign Manager.
Undertake critical analysis of campaign performance for presentation to the Retention management team and to the wider business.
When required, support the Planning MI Manager and Retention Reporting Analyst with the completion of annual, monthly, weekly and daily MI reports.
Skills Experience
Must have relevant experience in managing a Dialler, including conforming to OFCOM regulations.
High attention to detail, confident and proficient in manipulating and cleansing raw data, including removal of duplicate entries, to ensure accurate call quality.
Ability to present complex, volume data in a clear and informative manner
Excellent communication and interpersonal skills with experience of interacting with multiple levels of seniority within an organisation.
Ability to co-ordinate multiple campaign reports, working closely with the Campaign Co-Ordinator and Retention Reporting Analyst.
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