Real-Time Analyst / Dialler Analyst

DeliverooManchester - Main Office

On-site Full-time

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Experience Level

Experience

Qualifications

Qualifications:Demonstrable experience in a call centre environment, particularly in outbound sales operations or as a real-time/dialler analyst. Strong proficiency in workforce management systems and dialler technologies. Excellent analytical skills with the ability to interpret data and make informed decisions. Proficient in generating reports and presenting findings to stakeholders.

About the job

Key Responsibilities:

Real-Time Monitoring: Leverage advanced monitoring tools to assess productivity against schedules. Provide intra-day reporting to Team Leaders to maintain adherence.
Compliance Training: Mentor Team Leaders on improving call-related performance metrics such as AHT, Talk Time, Admin Time, and ACW Time.
Staffing Oversight: Manage the WFM system to accurately track on-phone time, off-phone time, and employee absences.
Dialler Strategy: Develop and implement dialler campaigns, managing settings to optimize agent talk time, contact rates, and overall performance. Provide thorough campaign summaries and post-analysis.
Optimization Analysis: Conduct comprehensive analyses of shifts to determine ideal agent schedules for outbound activities and recommend staffing levels based on shrinkage patterns.
Communication Leadership: Facilitate weekly performance meetings, fostering discussions about insights and operational challenges. Maintain communication with Team Leaders, HOD, and agents for real-time updates and strategic alignment.
Reporting Excellence: Generate regular reports on WFP, productivity, and dialler performance, documenting best practices and contributing to standard operating procedures for SMB teams.

About Deliveroo

Deliveroo is a leading online food delivery service, committed to providing the best dining experience by delivering delicious food from local restaurants directly to customers' doors. We pride ourselves on our innovative approach and exceptional service.

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