Responsibilities
* Data Insights & Performance Analysis, Analyse sales, retentions, and inbound performance to identify trends, gaps, and opportunities.
* Review and interpret dialler statistics, contactability, productivity, and agent-level outputs.
* Produce clear, actionable insights for leadership teams.
* Develop recommendations for dial attempts, recycling rules, call windows, and campaign prioritization.
* Advise on which campaigns to drive when, based on performance patterns, volume, and seasonal behaviour.
* Run tests on dialler logic, scripts, and agent pools to determine what improves outcomes.
* Identify root causes behind low performance and propose practical solutions for improvement.
* Recommend enhancements in scripting, sales approaches, workflows, and customer handling.
* Document and replicate successful behaviours and processes across the call centre.
* Act as the champion for efficiency, productivity, and smarter ways of working.
* Drive improvement initiatives from concept to implementation, tracking impact and results.
* Work closely with Team Leaders, QA, Training, and Management to strengthen performance.
Qualifications
* Experience in a Sales-driven Call Centre Environment (essential).
* Strong analytical capability (Excel, Power BI or similar).
* Understanding of dialler operations, outbound strategy, and campaign management.
* Ability to convert data and trends into strategic, actionable solutions.
* Strong communication, influencing, and problem-solving skills.
* Continuous improvement mindset with the ability to challenge current ways of working.
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