Real Time Call Centre Analyst (Sales)

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : No Degree Travel Percentage : 0%the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.About the teamThe Contact Centre Operations team is a key partner to our Sales Teams, driving cutting edge technology to engage with prospective merchants before our competitors to maximise Sales.We work to support multiple teams across several sites, ensuring day to day management of contact centre operations. This includes daily telephony management, workforce and staffing level management, data analysis, reporting and software administration. Ultimately making sure we have the right person available at the right time to engage with a prospect to achieve the most successful outcome.The Contact Centre Operations team is responsible for the design and implementation of the contact strategy, which drives proactive contact, (outbound calls, SMS and email), whilst also managing inbound workflows, (inbound calls and webchat).Working in partnership with the Sales Leadership teams, we drive productivity and schedule adherence, championing our company values to ensure that every decision we make provides the best balance for our colleagues, customers, company and communities.What you will be doingAs a Real Time Analyst, you will be part of an exciting and collaborative team, playing an integral role to the success of our Sales Teams.You will be driving the day to day use of the contact centre technology utilised by our sales teams within Worldpay, helping to ensure they run as effectively and efficiently as possible.You will support with the management of the dialler system, ensuring that our sales teams are focused on the right data at the right time to generate the most successful call outcomes, whilst also adhering to our Ofcom Policy.You will be the first point of contact for colleagues within the sales teams to help them manage their daily schedule, being proactive and making decisions based on real time situations.You will work closely with the operation to help monitor inbound and outbound volumes. You will report on daily attendance and schedule adherence of agents in real time to ensure optimum service levels are achieved to deliver consistent performance.Real time monitoring of list penetration to ensure sales colleagues are focused on the most effective data to maximise sales, driving the best possible ‘speed to call’ with the resources available.Real time monitoring of advisor adherence ensuring campaigns are sufficiently staffed to ensure optimum performance and flagging any adherence exceptions to team leaders and managers.Provide intraday / daily performance analysis, identifying any variation to plan, providing insights and recommendations, escalating any shortfalls to help develop the contact strategy and overall business performanceAssist advisors, team leaders and team managers with:Pipeline management, including editing contacts and call back dates / times in line with pre-agreed rules of engagement and contact strategy.Absence management, ensuring all instances of on the day absence are logged accurately within the WFM tool. Generating revised forecasts, agent schedules and recommendations as necessary.Communicate effectively with key stake holders and lead, participate and contribute to meetings as a subject matter expert, as and when required, to drive improvements in efficiencies across the business.Seek ways to optimise campaign performance, drive performance and new opportunities to help deliver more, through sustainable processes.What you bring:An analytical mindset with attention to detail,Experience working with data and Excel,Proven stake holder management skills,The ability to thrive in a fast paced, ever changing, environment,A desire to learn new skills and belief in continuous professional development,Added bonus if you have:Previously worked in a similar role (however, full training will be provided),Experience working with various WFM ToolsExperience with various dialler technologyWhat we offer youA competitive salary and benefitsA fantastic range of benefits designed to help support your lifestyle and wellbeingGreat work spaces with dedicated and motivated colleaguesA work environment built on collaboration, flexibility and respectVaried and challenging work to help you grow your technical skillsetPrivacy StatementFIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.Sourcing ModelRecruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.#pridepass

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