Dialler Analyst

19 Oct 2021
29 Oct 2021
Full Time
Contract Type
Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe's leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.

"This role is an exciting opportunity to join the Dialler Team within Sales Planning, working with stakeholders to deliver outbound calls to various sites around the UK" - Dialler Manager

What you'll do:
    Drive analytical outputs to provide insight into productivity / financial performance, for campaign Partners and Senior Dialler Analysts.Manage the performance and provide portfolio / user and team feedback to internal and external stakeholders.Complete SLA reports on a daily, weekly and monthly basis within the timescales provided.Ensure resource management standards are upheld and regularly communicate with Operation Managers over findings.Act as a point of contact for agent skill amendments for outbound resource.Ensuring Dialler downtime is kept to a minimum and faults are reported and investigated using internal and external channelsPromote additional functions to the business to drive performance and improve communications productivity
What you'll bring:
    Basic understanding of OFCOM, TPS and DMA standardsYou'll be confident with numbers, but also have the ability to translate numbers into insightful stories and analysisKnowledge of work force managementAbility to step back and see the bigger picture and what's important and relevantExcellent system skills (Excel, Powerpoint, Business Objects) and a strong knowledge of wider contact centre operations and KPIs
Customer Service GroupIn our Customer Service Group Team, we aim to offer the best customer service through our amazing people. Whether you're a frontline colleague speaking to a customer, or one of brilliant support people, you'll have the passion for creating great experiences for our people and our customers. We help connect our customers to the products and entertainment that they love, and as part of our fast-paced team, no two days are the same.

The Rewards:There's a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:

    Sky Q, for the TV you love all in one placeA generous pension packagePrivate healthcareDiscounted mobile and broadbandAccess a wide range of exclusive Sky VIP rewards and experiences
Where you'll work:LivingstonInclusion:We take pride in our approach to diversity and inclusion: we've been recognised by The Times and Stonewall for this, and we've committed £30million to support the fight against racial injustice. We've also set ambitious targets for increasing ethnic diversity and representation throughout our organisation.

At Sky we don't just look at your CV. We're more focused on who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working.

And we'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

Why wait? Apply now to build an amazing career and be part of a brilliant team. We can't wait to hear from you.

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.

Just so you know: if your application is successful, we'll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.

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