Junior Real-Time Performance Analyst

Global Payments; Stockport; Sur place; GBP 22 000 - 30 000; Plein temps

Résumé du poste

Global Payments is seeking a Junior Real Time Analyst to monitor and optimise performance across the sales function. You will manage real-time queries, use diallers effectively, and ensure accurate incident logging and reporting.

The role focuses on improving wait times, productivity, and data quality while collaborating with cross-functional teams. Ideal candidates will have dialler experience, strong problem-solving skills, and excellent communication.

Qualifications

• Experienced in working with diallers.
• Able to troubleshoot efficiently using defined processes.
• Strong verbal and written communication skills.
• Proficient with MS Office, especially Excel.
• Capable of making independent decisions when needed while collaborating with the team.
• Able to present information in various styles depending on the context.

Responsabilités

• Real-time monitoring of the internal helpdesk (JIRA) and resolving queries within SLA.
• Utilise dialler to reduce wait times and improve opportunity & performance.
• Identify incidents affecting real-time performance and record impact for optimization.
• Monitor data quality feedback and escalate dialler performance issues.
• Produce intraday and daily analysis of hourly performance and end-of-day reporting.
• Provide real-time feedback on dialler resource schedules and telephony stats; report to management.
• Maintain Operations wallboards with accurate real-time performance data and recommendations.
• Identify trends in real time and historically; propose solutions.

Connaissances

Diallers

Troubleshooting

Verbal & written communication

MS Office

Independent decisions

Team collaboration

Data presentation

Outils

Elsbeth Dialler

WFM tool

Description du poste

Global Payments is seeking a Junior Real Time Analyst to monitor and optimise performance across the sales function. You will manage real-time queries, use diallers effectively, and ensure accurate incident logging and reporting.

The role focuses on improving wait times, productivity, and data quality while collaborating with cross-functional teams. Ideal candidates will have dialler experience, strong problem-solving skills, and excellent communication.