Job Description

Ready to take your career global?

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.

What you’ll bring

· 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.

About the team

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

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.

Does this sound like you? Then you sound like a Globalpayer. Apply now to take your career global.

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