Dialler Analyst

Location: Remote based (with occasional travel to our Hinckley head office)

Salary: £25,000-£30,000 depending on experience (+£5k OTE) 

About Yopa

At Yopa, we are committed to revolutionizing the real estate experience for homeowners. As a forward-thinking and customer-centric company, we are currently in search of a Dialler Analyst who is enthusiastic about dialler management and resource optimization within a call center environment. If you are passionate about driving outbound campaigns, maximizing contact rates, and ensuring compliance while continuously improving operations, this role offers an exciting opportunity.

Core Responsibilities

Dialler Management

- Strategically plan and optimize outbound campaigns to maximize contact rates, campaign effectiveness, and overall performance.

- Analyze key performance metrics related to dialler operations, ensuring strict adherence to targets and KPIs.

- Oversee and manage dialler technologies, assessing and adopting new tools for increased efficiency.

- Proactively identify areas for enhancement and lead continuous improvement initiatives.

- Ensure strict adherence to regulatory requirements and compliance standards in all outbound communications.

Resource Planning and Scheduling

- Manage agent schedules (60 FTE Call Center) to meet customer demand and achieve SLAs.

- Assess and optimize working schedules across contact center teams, including employee rosters and holiday schedules.

- Embed solutions that enhance resource productivity and identify opportunities for improvement.

- Maintain and refine forecast models for short to medium-term capacity planning (0-6 months).

- Prepare, analyze, and present data in meaningful presentation packs for Senior Management visibility.

Real-time Analyst

- Optimize call center resource allocation and availability to align with call profiles or workload demands.

- Continuously review real-time activity to minimize call queues and prevent call abandonments.

- Effectively utilize workforce management tools to unlock the full potential of supported operations.

- Conduct trend analysis of operational performance and provide recommendations to enhance service levels.

- Manage operational staff for maximum productivity through real-time monitoring and effective rescheduling.

- Compile regular and ad hoc Management Information (MI) requests, prioritizing data accuracy and quality commentary.

About You

- Demonstrable experience in either resource planning, outbound dialler management, real-time analysis within a call center environment (desirable).

- Strong analytical and problem-solving skills, with proficiency in data analysis tools.

- Excellent communication and presentation skills.

- Knowledge of regulatory requirements and compliance standards in outbound communications.

In this role as a Dialler Analyst, you will play a pivotal role in optimizing our call center operations, driving successful outbound campaigns, and ensuring compliance with industry regulations. Your expertise in dialler management and resource planning will be instrumental in enhancing our customer experience and overall call center efficiency. If you are ready to take on this exciting challenge, we encourage you to apply and be part of our dynamic team at Yopa.