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Dialler & Reporting Analyst - Wolverhampton, West Midlands job in Wolverhampton

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Job Ref:  204547208
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  Wolverhampton
Post Code:  WV1
10/10/2016 16:53
Dialler & Reporting Analyst

Location: Wolverhampton, West Midlands, WV1
Salary: £25,000 - £30,000 (dependent on performance/experience) + Commission
Term: Full Time, Permanent
Hours: 40 hours per week between Mon - Fri (09.00am - 17.30pm

This position will be a key enabler of our Campaign strategy. The successful candidate will be influential in assisting to shape the future direction of multi-channel campaigns, to meet our clients' needs for high quality, complete, accurate and timely data in our products and solutions. This role will be working alongside IT and Contact Centre colleagues of all bands, reporting to the Contact Centre Manager.

As a Dialler & Reporting Analyst:
• You will be responsible for the set up and management of the in-house dialler and the day to day management of data (this will include loading and reporting)
• You will provide an effective reporting service to the Contact Centre Manager - meeting all day-day delivery requirements.

Key Responsibilities:
• Responsible for maximizing contact centre productivity through effective use of management information and predictive dialler settings.
• Providing timely and accurate Management Information to support the Call Centre Management team in driving efficiencies at team and individual agent level
• Responsible for Data Management which consists in loading and returning data.
• Responsible for calling data strategy including the scheduling of calling lists to ensure maximum productivity and dataset penetration
• Responsible for ensuring both data availability and communication with 3rd party / client data suppliers is maintained
• Day to day Dialler Management
• Responsibility for all Management Information (MI) within the Department relating to performance of: Agents, Data and Campaigns.
• Work/ manipulate all data for outbound campaigns
• Daily reporting of dialler activity to include all relevant reports e.g. OFCOM, Calling list and campaign
• Monitor the team and agent performance through the Dialler system maintaining maximum productivity
• Close monitor the abandon rate to comply with OFCOM regulations
• Dialler MI reports
• Liaise with Team Managers and Agents to maximise company campaigns
• Dialler reports as requested by anyone internally and externally
• Responsible for providing management information to include:
• Ensure all regulatory requirements specific to the use of predictive dialers (including Ofcom) are adhered to thoroughly and ensure the relevant Management Information is available to support this as required
• Ideal candidate would have experience in analytics and be able to use excel to a high standard
• Ability to coordinate production of overall plans for the program/campaign/ area.
• Provide an analysis of the project and program information, looking for anomalies and key trends against the recorded baselines.
• Monitor the application of change control checking & reviewing; requests and orders are tracked and reported through to completion and any at risk works are recorded and values published to the program management team.

Job Skills, Experience and Qualifications:
• Previous experience of SQL and Microsoft Access
• A logical approach to problems presented by the business
• High levels of attention to detail
• Ability to work with tight deadlines, maintain composure under pressure and successfully manage multiple programs/ projects
• Communicate effectively at all levels including key internal / external stakeholders
• Ability to work independently and as part of a cohesive team to deliver key reporting, data analysis and technical implementations
• Competent with Microsoft packages - in particular Excel

• Previous experience of SQL and Microsoft Access
• A keen desire in self-development
• Ability to develop and maintain knowledge of the business to understand risk, opportunities and the impact of changes on existing initiatives
• An understanding of database technologies and a desire to self learn

Keywords: Data Managers, Sales Data Analysts, Dialler Analyst, Dialler Managers, Dialler & Reporting Analyst, Report Manager
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