Junior Real Time Analyst

Global Payment Holding Company; Stockport; On-site; GBP 23,000 - 30,000; Full time

Job summary

Global Payment Holding Company in Stockport, United Kingdom, is seeking a Junior Real Time Analyst to support the sales team with real-time monitoring and performance analysis. You will manage dialler activity, resolve queries within SLA, and provide timely insights to drive efficiency across the operations floor.

You will work closely with the dialler and WFM tools, compiling hourly and daily reports, and escalating issues to improve throughput and customer experience.

Qualifications

• Experience with diallers and real-time monitoring processes.
• Ability to troubleshoot using defined procedures.
• Strong verbal and written communication skills.

Responsibilities

• Real-time monitoring of the internal helpdesk via JIRA and SLA adherence.
• Utilise the dialler to reduce wait times and improve performance.
• Identify and escalate incidents affecting real-time performance and record impact.
• Monitor data quality feedback and escalate dialler-related issues.
• Produce intraday and daily analysis of hourly performance and end-of-day reporting.
• Track dialler resource schedules and provide real-time feedback and reports.

Skills

Real-time monitoring

JIRA

Dialler

Excel

Communication

Tools

Elsbeth Dialler

Job description

Ready to take your careerglobal?

Make your mark at one of the biggest names in payments.We’relooking for aJunior Real Time Analysttojoin ourever evolvingsalesteam andhelp shape the future of global commerce.

Whatyou’llown

• Real time monitoring of the internal helpdesk (JIRA) - Manage, own, and resolve queries and tasks within SLA.
• Utilise the dialler effectively to ensure wait times are reduced and opportunity & performance is positively impacted.
• Identify, own, and escalat where required incidents affecting departmental real-time performance. Ensure accurate recording of impact and optimisation of productivity.
• Monitor feedback regarding data quality and escalat any issues impacting dialler performance to the dialler manager.
• Produce Intraday & Daily analysis of hourly performance, volume & operational performance and end of day reporting.
• Monitor dialler resource schedule adherence and telephony stats, providing real-time feedback where required as well as regular reporting to management.
• Own and administer Operations wallboards, providing accurate real-time performance data to stakeholders and making recommendations for improved utilisation.
• Identify both positive and negative trends both in real time and historically, feeding back your findings and suggested solutions.

Whatyou’llbring

• Experienced in working with diallers.
• Proven ability to troubleshoot in an efficient and accurate way using clearly defined processes.
• High level of verbal and written communication skills.
• PC Literacy with strong knowledge of MS Office Applications and excellent experience of Excel.
• Demonstrate competent use of Microsoft Office.
• Demonstrate the ability to make independent decisions where required whilst working effectively as part of a team.
• Present information in a variety of styles dependent on the situation/message required.

It’sa bonus if you have

• Previous experience of working with Diallers in a real time capacity would be advantageous.
• Experience in Finance or Card Payment industries would be advantageous.
• Experience of working in a resourcing capacity is advantageous
• Experience or Knowledge of the Elsbeth Dialler is advantageous.
• Experience of working with a Work Force Management (WFM) tool is also advantageous.

About the team

Our inclusive and global teamswintogetherevery day.We’reproud to have the best minds in the industry, who you can learn from as you grow your career.The people, the energy, the connections –it’sunmatched.Come and be part of an ever-evolving companyand get dynamic opportunities that go beyond borders.

What makes aGlobalpayer?

Globalpayersthink like a client, act like anownerand win as one team.We’recurious andinnovative – always finding better ways to deliver impact.We empower each other to make decisions,andit’sour passion that drives excellence in everything we set out to do.

Does this sound like you? Then you sound like aGlobalpayer.