Service Delivery Analyst
We are recruiting for Service Delivery Analyst to work for a leading financial contact centre in Doxford Park. The role will involve being responsible for managing the day-to-day operation of outbound dialler ensuring optimisation of operational resource by producing and analysing relevant forecasting, scheduling, real time and resource performance data and initiating actions where variance to assumptions occur.
Main duties of the role will include:
The role holder will install, configure, troubleshoot and maintain outbound dialling systems
Maximise the output of the telephony operation with the available resources, whilst maintaining required levels of compliance, service and quality
Work towards meeting the business goals, set out through effective delivery of manually blended workloads through operation of a predictive dialler
Monitor and manage real time resource data and make timely decisions on re-deployment of resource to deal with any variance to planned assumptions via integrated systems
Ensuring maximum inbound / outbound contact opportunities via logical and advanced planning of resource availability
Work collaboratively across all areas to share resources where necessary·
Gap analysis of resource plans and associated corrective action
Load Dialler with campaigns, ensuring Dialler is always running efficiently and successfully·
Allocate manual work lists where necessary
Intra-day management and adherence monitoring on inbound
Key Skills required:
Detailed knowledge of contact centre technologies including predictive dialler and ACD systems
Understanding of contact centre resourcing, controlling and reporting methodologies Experience in the analysis and interpretation of inbound and outbound lead/lag indicators (e.g staff attrition /absence /average handling times, grade of service etc.) in a people focused contact centre operation
Effective use of Access, Word, Excel, PowerPoint applications
Ability to systematically deliver accurate and timely information in a challenging environment of continuous process improvement
Verbally articulate and able to produce high quality written material
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