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Business Intelligence Analyst

2 weeks ago

Dubai, Dubai, United Arab Emirates The Cigna Group Full time
Dialler System Specialist

We are seeking an experienced Dialler System Specialist to join our team. As a key member of our sales operations department, you will be responsible for maintaining the day-to-day performance and maintenance of our telephony dialler system.

Your primary focus will be on managing daily lead adherence to contact strategy and regulatory compliance, as well as reporting and analysis. You will also be responsible for monitoring Real-Time adherence for our Global Sales, Internet & Retentions operations.

Main Responsibilities:

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