Dialler and Reporting Analyst

3 weeks ago

Dubai, Dubai, United Arab Emirates The Cigna Group Full time

As the Dialler & Reporting Analyst, you will be accountable for the day-to-day performance & maintenance of the telephony dialler system, management of daily lead adherence to contact strategy and regulatory compliance, Reporting and Analysis, as well as the monitoring of Real-Time adherence for a Global Sales, Internet & Retentions operations.

This role will also be responsible for liaising with front-line operations to communicate performance updates and making pro-active changes to capitalize on opportunities. Maintenance and distribution of reports in addition to detailed analysis will also be expected. As a key part of the sales support operation, you will be expected to continue to drive aggressive growth by maximizing opportunities and increasing efficiencies where identified.

YOUR ROLE

As Dialler & Reporting Analyst, you will play a key role in driving the telephony improvements to the operation. You will be responsible for spearheading the Internet Sales Team telephony and analytics efforts while driving recommendations and enhancements to accelerate the growth of the channel.

Key accountabilities :

  1. Provide telephony and data support to the global Telesales & Retentions functions.
  2. Maintain performance standards for telesales functions on-site in DIFC office.
  3. Accountability for the Internet Sales Team reporting.
  4. Work as a wider, remote team to offer cross site support where necessary.
  5. Optimise in-week dialler strategy to maximise potential sales performance based on data analysis.
  6. Work closely with internal and external teams to enhance capabilities.
  7. Define and maintain calling schedules.
  8. Ensure data penetration meets desired levels through pro-active list management and operational co-operation.
  9. Provide regular updates to key stakeholders within the business on performance.
  10. Ensure regular distribution of business reports for multiple areas – Telesales / Retentions / Broker.
  11. Carry out ad-hoc analysis as required to support business initiatives and change management.
  12. Be the first point of contact between Telesales and Sales Operations for ad-hoc dialler queries and troubleshooting.
  13. Be aware of regulatory and compliance updates relevant to our business areas.
  14. Monitor Real-Time SLA performance on our Inbound channels and report to stakeholders.

YOUR PROFILE

  1. Ability to work closely with key stakeholders at all levels up to and including senior executive team.
  2. Knowledge of Salesforce CRM.
  3. Previous contact center experience in a sales environment.
  4. Excellent communication and presentation skills.
  5. Experience in strategy development and implementation.
  6. Ability to maintain suite of operational reports.
  7. Understanding of data and driving data decisions.
  8. Ability and awareness to identify sales trends.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

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