As a Real Time Analyst / Dialler Analyst in SMB, your primary focus will be supporting your manager in maximising the efficiency and effectiveness of our outbound teams across SMB, ensuring that throughout the day we have optimal staff levels to achieve our targets. You will be responsible for managing real-time activities, intra-day reporting, optimising the dialler system, and ensuring that our Team Leaders are equipped to achieve their targets while delivering exceptional partner experiences.
Key Responsibilities:
Real-Time Monitoring: Utilise real-time monitoring tools to compare our productivity metrics to the schedule. Provide support and guidance in the form of intra-day reporting to all Team Leaders to highlight when we fall outside of adherence.
Ensure compliance: Train and Coach Team leaders on how to view and improve call-related performance metrics such as AHT, Talk time, Admin and ACW Time
Staffing Schedules and Adjustments: Oversee our WFM system, ensuring all on and off phone time, plus absences, are accurately captured.
Dialler Campaign Strategy, Execution & Summaries: Build and execute dialler campaigns. Directly manage dialler settings to maximise agent talk time, contact rates, and overall performance. Provide comprehensive campaign summaries and post-campaign analysis.
Staffing Optimisation: Conduct in-depth shift analysis to identify optimal agent schedules for outbound activity. Review shrinkage patterns and their impact on staffing. Provide recommendations on shift structures and staffing levels..
Communication and Collaboration: Lead weekly trading meetings, driving discussions on performance insights and operational challenges. Maintain open communication with Team Leaders, HOD, and agents to provide real-time updates, share strategic insights, and coordinate necessary actions to optimise sales performance.
Reporting and Documentation: Generate regular reports on WFP, productivity and dialler performance. Document best practices and contribute to the development of standard operating procedures tailored to all SMB teams
Qualifications:
Proven experience in a call centre environment, with a focus on outbound sales operations and real-time or dialler analyst responsibilities
Proficiency in using call centre software, dialler systems, and real-time monitoring tools, with a specific emphasis on outbound sales campaigns
Strong analytical skills with the ability to interpret sales data and make informed decisions quickly to drive sales success.
Excellent communication and interpersonal skills to collaborate with sales teams, stakeholders, and other relevant departments.
Ability to work under pressure and adapt to changing priorities in a fast-paced outbound sales environment
Preferred Qualifications:
Knowledge of outbound sales strategies, lead management, and customer acquisition processes.
Experience with outbound sales technologies such as predictive diallers, customer relationship management (CRM) software, and sales performance analytics tools.
deliveroo