Telephony Engineer / Analyst - Technical Support & Analysis

Devonshire Hayes Recruitment Specialist
21 Nov 2017
08 Dec 2017
Contract Type
Full Time

Telephony Engineer / Analyst

Financial Technology Client

Permanent Opportunity

£25K- £30K per annum (Plus Benefits)

Birkenhead, Liverpool

Job description

The Job

As part of the Data Decisioning team, you will provide support to the Contact Centres business strategy to manage the Telephony and dialler architecture and provide support through quantitative analysis for either marketing or credit related campaigns.

What you'll be doing

  • Apply statistical or technical methods for the development and validation of analytical and data solutions.
  • You will manage the dialler and telephony system to drive improvement, team performance and productivity
  • Be involved in various team projects that support wider business initiative
  • Reporting the data from campaigns to ensure optimum performance. This will include hourly updates and supporting MI
  • Analyse data performance using various reporting tools and to prepare a complex dialling strategy to maximise performance with the information identified
  • To support and improve existing campaigns and build new campaigns
  • Managing compliance with OFCOM / ICO / DMA / DPA regulations - ensuring that our controls are fit for purpose and compliant
  • Manage 3rd party 'Data Supplier' relationships including Noble
  • Working closely with Data Decisioning and Collections Managers to develop effective strategies

You should apply if you

  • Experience of Telephony systems such as Avaya
  • Good communication skills, both written and verbal
  • Ideally some coding experience using either SAS, SQL, Python or R
  • Working experience in a fast-paced call centre environment
  • Stakeholder management across internal and external departments
  • Proven knowledge of contact centre variables, dynamics and drivers of demand
  • Analytical skills to evaluate performance and identify improvement opportunities
  • Proven knowledge and experience of contact centre technology including ACD and workflow platforms

If you feel you have the required skills and experince to fulfill these requirements then please apply with an up to date CV and we will be in contact to discuss further.

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