About the job
Join Deliveroo as a Real-Time Analyst / Dialler Analyst in our SMB division, where your expertise will play a vital role in enhancing the productivity of our outbound teams. You will collaborate closely with your manager to ensure optimal staffing levels throughout the day, enabling us to meet our ambitious targets. Your responsibilities will encompass real-time activity management, intra-day reporting, dialler system optimization, and empowering our Team Leaders to deliver exceptional partner experiences.
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.
