Remote in Nottingham
Dialler and Resource

About The Role

We are a well-established, innovative and customer focused consumer finance business who are expanding our Dialler and Resource Team by appointing a fully remote Dialler Analyst to optimise contact centre performance across our brands.

Working from your own home, your role is about supporting our business in achieving its goals: As a Dialler Analyst, you will support the business strategies for customer contact and put your problem solving abilities to good use to find ways to improve how we serve our customers.

You will deliver meaningful analysis on contact centre performance, supporting technical requirements/builds for the dialler system andalso provide valid input on forecasts and planning. You'll also support Real Time: managing people as affectively as possible to avoid customer detriment.

Ultimately, you’ll take care to ensure that we are servicing our customers’ (including our employees) needs in a swift manner to ensure you are delivering a fantastic outcome and experience.

This is an excellent opportunity for someone who is seeking work life balance too, who is self-motivated and wants to be part of an Operations team that helps deliver excellent customer service and provides clear career development schemes.

Benefits

  • Opportunity to join a growing financial company undergoing significant digital diversification
  • Fully remote role – with occasional monthly travel to our Nottingham Contact Centre
  • Fully supported induction
  • Home-Office equipment and furniture provided
  • Digitally enabled company who will provide you with an online working community and social events
  • Great incentives including life assurance, health cash plan, pension up to 7 % matching contribution, 25 days holiday, option to buy and sell holidays, cycle to work scheme, Perkbox membership providing 200 perks, discounts and freebies...

Hours

We’re open for our customers from 8am-7pm weekdays and 9am-2pm on Saturdays. Our working hours reflect that:

  • You’ll work 37.5 hours a week, over a 3 week rolling rota shift basis. Over the 3 weeks, you’ll normally be required to work 1 in 3 Saturday.

Key Responsibilities

  • Assist with the creation of accurate forecasts for all workstreams, along with shift patterns, adhering to break and lunch rules
  • Ensure resource allocation is appropriate to manage the forecasted volumes across all work streams.
  • Review the upcoming weeks forecast & shift pattern to ensure that allocation is appropriate based on any business changes, ensuring fair and equal distribution of workloads for non-telephony workstreams, before handing off to Real Time.
  • Maintain an accurate skills matrix to ensure the right people are allocated to the relevant workstreams.
  • Manage holiday allocations across the telephony and non-telephony operational teams.
  • Ensure that reports on absence and lateness are kept accurate and reported to HR
  • Support Real Time: co-ordinating the customer contact staff as affectively as possible to avoid customer detriment.
  • Communicating contact/performance data to various stakeholders, articulating requirements, expectations and desired outcomes.
  • Analyse data, highlight key trends or issues
  • Ensure optimum use of all technology to maximise performance and efficiency for a multi-site operation.
  • Support Dialler/WFM Issues and future projects as required, including raising Change Requests and attending change meetings
  • Embrace & implement a culture that places the customer at the heart of all decision processes.

About You

You will be analytical and pragmatic, ideally with a minimum of 2 years’ experience within a contact centre analytical / dialler / workforce planning position. Most crucially, you will be:
 
  • A Strong decision maker who can make justified judgements based on the information available.
  • IT literate, with excellent understanding of Excel and other MS Office functions, data manipulation and presentation is key
  • Able to multi-task in a high pressured, ever changing environment.
  • Excellent Problem Solving Skills / Outside of the box thinking
  • Knowledgeable of the relevant regulatory requirements (Ofcom, GDPR)
  • Embraces change / Flexible approach to work
  • Strong communication and relationship building / interpersonal skills
  • Strong attention to detail & the ability to identify trends
  • Self-motivated, with the ability to work under minimal supervision

About Us

We are a growing, forward thinking FinTech organisation offering digital financial products through our brands, Dot Dot Loans, an online loans service and U Account, a digital online current account service. We're not your typical mainstream financial services business, we provide alternative digital customer-focused services which reach over 40,000 non-standard finance customers. We are a business that thrives on innovation: we like working with people who get excited about digital products and innovative technologies who share the same vision; to deliver online financial products for our customers that ensures they are informed to make the right decisions and treated fairly.

If you feel you're the right candidate for the role as our Dialler Analyst, click 'apply' now! We'd love to hear from you!

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