Telesales Real Time Analyst
Real Time Analyst
North Leeds
£17,794 - £19410 + excellent benefits package + free parking
Are you passionate about Analysis, do you enjoy working with statistics and like to see the results of your analysis improving and driving performance?
An established and reputable organisation are looking for a motivated and driven individual to join a Data Delivery Team in their North Leeds contact centre to ensure that the performance of their SME Telesales Team is maximised by analysing call stats, identifying trends and suggesting ways of improving.
Key responsibilities:
• Investigate and respond to a broad range of complex customer queries, liaising with other parties as necessary, to deliver an appropriate, acceptable resolution for the customer.
• Amend data errors and process exceptions and provide feedback to front-line teams to ensure data quality is improved and maintained
• Complete a broad range of complex transactions across the functional area, to ensure accurate processing of information
• Provide regular feedback on work in progress and decisions on workload priorities to Team Manager to ensure workloads are appropriately managed and performance standards met
• Maintain awareness of industry and company policy which influence local procedures, highlight local issues and suggest possible improvements to local working practices to ensure tasks are appropriately handled, right first time
• Provide advice and support to team members to develop greater knowledge within the team.
Skills Required:
• The ability to analyse data and act in an appropriate manner
• Computer Literate, Excel, and telephony software packages are beneficial
• Ability to build relationships with other areas of the business at all levels
• Attention to Detail and analytical skills.
• When building forecasts, take into account all factors and raise actions with Data Delivery Manager.
• Ensure that the core staffing matches the call profile.
• Identify any overtime requirements in a timely manner and cascade to Operations Manager and Data Delivery Manager to cover any peaks or troughs.
• Ability to model and analyse scheduling patterns accurately using the relevant tools available.
Person Spec:
• High level of attention to detail and strong awareness of quality and accuracy
• Strong numerical skills
• Previous experience of working in a busy contact centre environment, preferably in a similar role
• Previous experience of and knowledge of data deployment and data optimisation techniques
• Excellent analytical skills, ability to interpret MI and to identify and drive changes and improvements
• Excellent interpersonal and communication skills with ability and confidence to convey issues and opportunities to Management
• Experience of working in a highly regulated environment, knowledge of the practical application of OFCOM and DMA requirements would be an advantage
• Experience of dialler management and ACD in a similar environment would be an advantage
• Experience of Blue Pumpkin would be highly desirable
• Knowledge of Avaya and Genesis would be highly desirable
• Utility Industry knowledge is useful, but not essential
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