Dialler Real Time Analyst

Ready to take your career global?

We’re looking for a Dialler Real Time Analyst to join our ever evolving sales team and help shape the future of global commerce. This is a junior position requiring 1- 2 years dialler experience. You will be required to work from our Stockport office for 3 days.

About Tsys

• Make your mark at one of the biggest names in payments.
• About the team Our inclusive and global teams win together every day.
• We’re proud to have the best minds in the industry, who you can learn from as you grow your career.
• The people, the energy, the connections – it’s unmatched.
• Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

• Globalpayers think like a client, act like an owner and win as one team.
• We’re curious and innovative – always finding better ways to deliver impact.
• We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.

Does this sound like you?

• Then you sound like a Globalpayer.
• Apply now to take your career global. #LI-CM

Responsibilities

• Real time monitoring of the internal helpdesk (JIRA) - Manage, own, and resolve queries and tasks within SLA. · Utilise the dialler effectively to ensure wait times are reduced and opportunity & performance is positively impacted. · Identify, own, and escalate where required incidents affecting departmental real-time performance.
• Ensure accurate recording of impact and optimisation of productivity. · Monitor feedback regarding data quality and escalate any issues impacting dialler performance to the dialler manager. · Produce Intraday & Daily analysis of hourly performance, volume & operational performance and end of day reporting. · Monitor dialler resource schedule adherence and telephony stats, providing real-time feedback where required as well as regular reporting to management. · Own and administer
• Operations wallboards, providing accurate real-time performance data to stakeholders and making recommendations for improved utilisation. · Identify both positive and negative trends both in real time and historically, feeding back your findings and suggested solutions.

Requirements

• Experienced in working with diallers. · Proven ability to troubleshoot in an efficient and accurate way using clearly defined processes. · High level of verbal and written communication skills. · PC Literacy with strong knowledge of MS Office Applications and excellent experience of Excel. · Demonstrate competent use of Microsoft Office. · Demonstrate the ability to make independent decisions where required whilst working effectively as part of a team. · Present information in a variety of styles dependent on the situation/message required.
• It’s a bonus if you have · Previous experience of working with Diallers in a real time capacity would be advantageous. · Experience in Finance or Card Payment industries would be advantageous. · Experience of working in a resourcing capacity is advantageous · Experience or Knowledge of the Elsbeth Dialler is advantageous. · Experience of working with a Work Force Management (WFM) tool is also advantageous.