Top Job Colchester are currently seeking a Business Analyst for a highly successful business in Colchester town. We are looking for a driven and flexible candidate to thrive in a challenging environment whilst delivering exceptional customer service.

Your role will to be responsible for the day to day operation of the dialer within the call center you will need to provide an efficient and high quality service and have the ability to identify opportunities and maximize data usage. You must have experience in working with Databases and servers, have an analytical career background and be able to work to strict deadlines.

Role Responsibilities:

• Manage the day-to-day Dialler performance against set service levels and productivity per head.
• Identifying opportunities to maximize data usage.
• Able to create and configure new campaigns.
• Responsible for maintaining and administering campaign records.
• Monitoring the team and agent performance completing regular data analysis and reporting.
• Proactively monitor outbound and inbound contact volume, Average Handler Time and other key metrics identifying any gaps and improvements.
• Provide real-time performance and productivity data to support the operational management team.
• Be a central hub to support rota planning to ensure effective use of all resources.
• Be active in queue management and optimization to maintain and exceed our 90%+ grade of service.
• Collating information for leagues and communications.
• Carry out general administration duties and other ad-hoc duties and projects as and when required.
• Liaise with branches to drive data loading in the absence of the Business Development Manager.
• Work to agreed company policies and process at all times and ensure colleagues do the same.

Experience Required:

• Skilled in Microsoft Excel & PowerPoint.
• Analytical and logical approach.
• Articulate with the ability to communicate at all levels.
• Proficient with contact centre metrics and behaviors.
• Strong attention to detail and can work to strict deadline.
• Experience in Cisco Call Manager, Cisco Finesse, Acqueon and/or UpStreamWorks would be an advantage.
• Experience working with databases, SQL Server or other, would demonstrate a strong aptitude for data awareness and analysis.

Location: Colchester Town, Head Office

Reporting to: Director

Working Hours: Monday- Friday 9am-6pm

Salary: £30-35k dependent on experience