Junior Real Time Analyst

Make your mark at one of the biggest names in payments. We're looking for a Junior Real Time Analyst to join our ever evolving sales team and help shape the future of global commerce.

What you'll own

· 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 escalate where required incidents affecting departmental real-time performance. Ensure accurate recording of impact and optimisation of productivity.

· Monitor feedback regarding data quality and escalate 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.

· 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's a 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.

Globalpayers think like a client, act like an owner and win as one team. We're curious and innovative - always finding better ways to deliver impact. We empower each other to make decisions, and it's our passion that drives excellence in everything we set out to do.