Dialler and Reporting Analyst

The Cigna Group; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A global health services provider in Dubai is seeking a Dialler & Reporting Analyst to manage performance and maintenance of the telephony dialler system. You will support global sales and retentions operations, conduct analysis, and improve telephony operations. Strong Excel skills and experience in contact centers are required for success in this role.

Qualifications

• Experience in contact centers within a sales environment is preferred.
• Ability to work closely with stakeholders at all levels, including senior executives.
• Experience in strategy development and implementation.

Responsibilities

• Provide telephony and data support to the global telesales and retentions functions.
• Maintain performance standards for telesales functions in the DIFC office.
• Conduct ad-hoc analysis to support business initiatives and change management.

Skills

Strong Excel skills

Excellent communication and presentation skills

Knowledge of Salesforce CRM

Understanding of data-driven decision making

Ability to identify sales trends

Job description

OVERVIEW

As the Dialler & Reporting Analyst, you will be responsible for the day-to-day performance and maintenance of the telephony dialler system, managing daily lead adherence to contact strategy and regulatory compliance, reporting and analysis, as well as monitoring real-time adherence for a global sales, internet, and retentions operations.

This role also involves liaising with front-line operations to communicate performance updates and making proactive changes to capitalize on opportunities. You will be responsible for maintaining and distributing reports, conducting detailed analysis, and driving growth by maximizing opportunities and increasing efficiencies.

YOUR ROLE

You will play a key role in improving telephony operations, spearheading the internet sales team’s telephony and analytics efforts, and making recommendations to accelerate channel growth.

Key accountabilities :

• Provide telephony and data support to the global telesales and retentions functions.
• Maintain performance standards for telesales functions in the DIFC office.
• Responsible for internet sales team reporting.
• Support cross-site operations as part of a wider remote team.
• Optimize in-week dialer strategies based on data analysis to maximize sales performance.
• Collaborate with internal and external teams to enhance capabilities.
• Define and maintain calling schedules.
• Ensure data penetration meets targets through proactive list management and operational cooperation.
• Provide regular performance updates to stakeholders.
• Distribute business reports for telesales, retentions, and brokers.
• Conduct ad-hoc analysis to support business initiatives and change management.
• Act as the first point of contact for dialler queries and troubleshooting in sales.
• Stay informed about regulatory and compliance updates relevant to the business.
• Monitor real-time SLA performance on inbound channels and report to stakeholders.

YOUR PROFILE

• Ability to work closely with stakeholders at all levels, including senior executives.
• Strong Excel skills.
• Knowledge of Salesforce CRM.
• Experience in contact centers within a sales environment.
• Excellent communication and presentation skills.
• Experience in strategy development and implementation.
• Ability to maintain a suite of operational reports.
• Understanding of data-driven decision making.
• Ability to identify sales trends.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, advocates for better health at every life stage. We support customers through the healthcare system, empowering them with information to make informed health choices. Join us to drive growth and improve lives.