Data analyst with excellent reporting skills. Good interpersonal skills. Knitting, crochet, modelling, drawing, reading
Setting up new reports for the service desk to show productivity and predict staffing levels.
Creating reports to show failure and purchasing trends across the company.
Setting up new reports for the service desk, creating reports to show trends
Generation of commercial reporting to provide incremental revenue and return on investment results giving financial understanding of the Outbound Department.
To present and communicate financial analysis to both Operational and Commercial Directors to aid strategic decisions.
Liaising with the CRM team to provide analytical understanding of campaigns, helping influence operational strategy, create and schedule campaigns.
Providing reporting and analysis to the management team to enable appropriate utilisation of resource and business planning.
Liaising with third party providers to ensure highest quality data is received.
Coordinate and develop new business tools to minimise effort and maximise efficiency within the operation.
Provide analytical insight into teams’ and department’s weekly and monthly performance through the defined KPI measures.
Creation and co-ordination of campaigns within the dialler to ensure maximised efficiency.
Monitoring outbound activity using Nice, Avaya, Business Objects and Hyperion reporting tools and reporting findings to relevant management teams.
Applying skills and knowledge to other departments to ensure business continuity.
Creating, managing and analysing a dialler database for the improvement of workforce management and marketing.
Keep up to date with latest Call Centre Technology, identifying suitable products for introduction & presenting Business Case to Senior Management.
Responsible for providing support and analysis for the outbound sales operation
Ensure the company’s legal requirements for social responsibility are followed.
Training employees on the social responsibility requirements.
Management of international and UK helpdesk rotas to ensure adequate workforce in the customer services department.
Managing external relationships with users and families affected by gambling problems.
Assisting telephone agents with complex social responsibility queries.
Documenting all correspondence concerning social responsibility and IBAS complaints.
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