Junior Real-Time Operations 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

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.