Job Description

Are you a Service Delivery Analyst looking for a new role? Do you have previous experience of driving Contact Centre operations performance?

If so, this could be the perfect role for you. Working at the client's office in the Liverpool city centre, your main duty will be to maintain a high-performance multi-channel communications environment for the client's contact centre operations and effectively engage with business leaders, team leaders and to deliver multi-channel campaigns that achieve departmental objectives in a cost-effective manner.

Benefits for this role include:

A competitive basic salary ranging between £28,000-£35,000 per annum.
Free, on site car parking facilities and local public transport links.
Suitable working hours across a Mon-Fri period.

Day to day duties in this role include:
Managing a number of requests via the dialler inbox that include moves/adds/changes/deletes and to fall in line with the dialler manager.
Provide detailed coverage in the absence of dialler manager as and when necessary.

Daily reporting for previous day and in day real time reporting on all dialler productivity metrics which will include: call volumes, connect rates, wrap usage, pause usage, occupancy.

Building relationships with senior stakeholders and managers in delivering real time workable plans to drive productivity.

Supporting and identifying any faults and issues with the platform and troubleshooting user issues.


In order to apply for this role, you MUST have the following skills and experience:

Excellent communication skills

Has a 'can do' attitude

Good knowledge and understanding of analytical tools

Advanced level of PC and system skills, particularly Microsoft Office applications (Excel, Word and PowerPoint)

It would also be desirable for the right candidate to have of using ACD systems and dialer software although this isn't an essential part of the skills and experience criteria.

If you match the above criteria, please apply directly and to speed up your application, complete our pre-registration link on http://registrations.brookstreet.co.uk/full-registration.aspx

If you require any further information on this role, please be aware our consultants are still working remotely from home so the best form of contact for Daniel is by e-mail on