Outbound Real Time Analyst

Sigmar Recruitment

Cork

AsOutbound Campaign Manager (OCM) - Has overall ownership for the effective and efficient performance management of the Outboundteam. This includes execution of call strategies for all outbound campaigns. Maximize the outbound Resourcesand efficiency whilst maintaining inbound service levelsand regulatory adherence. Implement, execute and drive the strategy and plans to ensure the Company maximizes performance through advisor availability whilst ensuring adherence and compliance with all relevant legislation company SOP's and best practices. Other Duties and Responsibilities: Creates and delivers Outbound strategy in line with SLAs, KPIs and staff availability. Monitors real-time call volumes and service level statistics to ensure adherence to internal/client scheduling and service level metrics. Collates call data and assists with data analysis to determine call volume trends, service activity, or resource availability to assist in forecasting required staffing levels in conjunction with WFM and operations management. Reporting including intraday, daily, weekly and monthly performance dashboards and commentary. Proactively remains up to date on changing Dialler opportunities, shares and implements best practice. Develops and manages outbound customer contact campaigns, suggests ad hoc campaigns where appropriate. Ensures that Inbound SLA's are being adhered to an optimum level of utilization is achieved. Manages all aspects of Outbound customer communication channels andsupports the development and maintenance of capacity planning within the department. Manages Third Party relationship with Dialler technology provider, infrastructure & internal IT departments. Drives change management initiatives within area of responsibility working with external partners to improve operational effectiveness. Experience and attributes required: Minimum 2 to 3 years experience at Dialler or Realtime analyst lead level. Technical knowledge of Aspect UIP v7.1 dialler. Advanced analytical, excel and business skills. Lateral and tactical strategic decision making and problem-solving abilities. Ability to build positive working relationships with internal personnel and stakeholders. Strong workforce planning experience with proven ability to monitor successful deliveries of objectives. Proficiency in SQL, Excel and Access database. Strong working knowledge of outboundtechnology and telephony software. Proficient in delivering accurate dialler analysis and MI, making recommendations for optimizing performance and enhancing campaign success. Delivers effective dialling strategies to enhance the success of multiple campaigns. Optimize resource and KPI achievement through monitoring and managing real-time adherence. Identify improvement requirements relating to processes or systems and communications. Be a team player with the discipline to work alone. To apply directly please send your CV to pgomes@sigmar.ie or call 0214847138. Following your application for this specific role, Sigmar may contact you regarding other positions that we feel you may be suitable for. If you do not wish to be contacted about other opportunities please let us know. For further information please refer to the Privacy Statement on our website. This job originally appeared on RecruitIreland.com.

2092 days ago