We have another new position available here at Ruby Energy for a data driven Dialler Analyst to join the growing team here at our offices in Fleetwood.
The Dialler Analyst is responsible for assisting the outbound dialling system, ensuring that it operates efficiently and effectively to maximise agent productivity and enhance customer experience. The role involves monitoring system performance, analysing data, optimising dialling strategies, and troubleshooting any issues with the dialler system.
The Dialler Analyst will work closely with other departments, such as operations, IT, and compliance, to ensure that dialling campaigns are aligned with business goals and regulatory requirements.
Who are we?
At Ruby Energy, we are more than just energy suppliers; we are champions of your progress, specifically tailored to empower SMEs. Our foundation is built on providing bespoke energy solutions that blend innovation with adaptability, ensuring that your business's unique energy needs are met with precision.
Our Journey
Launched in 2002, we're experts in commercial utilities and we know what it takes to deliver high levels of customer service. With our Head Office in Fleetwood, Lancashire, and offices in Manchester, we are positioned to serve businesses across the UK with dedication and excellence.
The Ruby Way
Ruby's values are at the heart of everything we do:
Collaborative: We ensure your voice is heard. We listen to our customers and strive to deliver strong, responsive customer service.
Human: We give a personal touch and support to our customers and each other, treating everyone with respect and understanding
Committed: We use innovative solutions to improve our services and always stick to our word.
We pride ourselves on delivering consistently high levels of customer service and innovative products to organisations across all industries. Our vision is to become the best independent commercial energy supplier in the country. We aim to provide contracts that are straightforward, competitive, and most importantly, tailored to your business needs.
Investing in the Ruby Community
We are committed to fairness, transparency, honesty, and professionalism. By heavily investing in our people, processes, and systems, we continuously improve our customer engagement and service offerings.
Main Responsibilities (but not limited to):
- Be the first point of contact for all matters relating to telephone campaigns and dialer/campaign performance
- Monitor call volumes, service levels and agent activity
- Format data to meet the specifications of the dialler
- Report areas of concern to management and stakeholders
- Provide real-time performance MI and analysis to help ensure the efficient running of dialler/s
- Liaise with management and stakeholders to improve productivity and performance
- Produce accurate and meaningful analysis from MI
- Provide recommendations for optimising KPI's and campaign success.
- Analyse large sets of data and deliver value added insight to support changes to the dialler system.
- Ensure that the data is well cleansed and profiled before dialing.
- Administration and day-to-day management of the dialler.
- New campaign setups.
- Identify any trends that could be exploited to improve performance.
- Manage purchased data sets to ensure a maximum return on IT and business managers to ensure chosen technology is used most effectively to achieve optimum business objectives.
- Ensure campaigns are managed to retain compliant and operate within regulatory obligations including but not limited to OFCOM, IC and DMA.
Requirements to be considered:
- At least 2 years' experience working within a contact centre sales or customer service support role
- Strong analytical and problem-solving skills
- Salesforce experience would be advantageous
- Demonstrable use of the following Microsoft Office packages at an Intermediate to Advanced level: Excel, Word, Outlook, PowerPoint
- Good verbal and written communication skills.
Benefits:
- Working hours - Monday to Friday
- Buy & Sell Annual Leave Scheme
- Employee Assistance Programme (EAP)
- Access to Employee Health Scheme
- Career development
- Employee Recognition Incentives
- Company events
- Monthly dress down days
- Tea & coffee facilities & On-site Canteen
- Local discounts / benefits.
What you need to do now...
If you would love to join us as our new Dialler Analyst, we encourage you to apply now!
Be a part of our bright future and talk to Ruby today!