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Dialler Data Analyst/ Resource Planner

Purpose:

  • Creates effective resource plans (supply and demand) that are based on data inputs from all arears of the business.
  • Analyse data, recommend strategy and build forecasts based on call volume and length.
  • Collaborate with operational teams to ensure forecasts/ data are communicated and understood.
  • Based on available data assimilate volume and staffing forecasts, schedules and resource plans, communicate these plans and ensure that plans are adhered to/ mitigate for changes to it.
  • Ensure outbound targets are also met by analysing every aspect of our telephony & dialler.
  • Work with the clients Dialler teams to build effective and efficient communications, ensuring targets are met and regulations are adhered to.

Essential skills:

  • Strong excel skills - VBA and MS Access
  • Resource Planning (back office preferably) or Dialler analyst background
  • Proven track record of working with stakeholders to understand requirements and building successful models from multiple sources
  • Forecasting experience
  • Target driven, ability to assimilate KPIs and build strategies around these KPIs
  • Strong organisational & time management skills
  • Good communication & interpersonal skills at all levels

Non-essential (preferable skills):

  • Experience with SSRS
  • Finance background - mortgage/ arrears background
  • Experience with Business objects
  • Experience with dealing with multiple departments
  • Knowledge of Aspect Dialler
  • Knowledge of Avaya/ IVR call routing

Key Responsibilities:

  • Inbound and Outbound Resource planning, forecasting, model production & monitoring to provide accurate resource forecast to minimise cost & maximise revenue
  • Operational monitoring of relevant technology (Dialler (Aspect)/ IVR and Avaya Platforms)
  • Work collaboratively to ensure data & resource are applied to optimise dialling in a compliant and efficient manner
  • Proactively work with clients to set effective dialler lists based on dialler metrics so service levels are achieved
  • Ensure adherence to OFCOM regulations
  • Produce & analyse dialler & contact strategy MI
  • Proactively identify performance challenges across the operation (inbound/back office/dialler) & propose remedial actions
  • Organise, prioritise & delegate workloads effectively, ensuring work is accurate and timely everyday
  • Ensure you remain compliant and adhere to all company policies and regulations