Contact Centre Performance Lead - Vitality : Job Details

About The RoleTeam – Direct to Business Lead Generation Working Pattern - Hybrid – 2 days per week in the Vitality Stockport Office. Full time, 40 hours per week. We are happy to discuss flexible working!Top 3 skills needed for this role:

• Attention to detail
• Problem-Solving with a proactive approach to identifying issues and implementing solutions
• Good communication and organisational skills

What this role is all about:This is an exciting opportunity for someone who enjoys being in the detail and thrives on making a difference through data. As the In-Day Performance Manager, you'll be at the core of optimising daily performance for both Outbound and Inbound operations within Lead Generation. You'll manage data meticulously, spotting and addressing any concerns to drive positive change.Not only will you monitor key performance indicators, but you'll also ensure that the quality of our leads is of a high standard. Your role will guarantee effective dialler operations, enhancing team productivity and operational efficiency. This is your chance to make a significant impact every day!Key Actions

• Ensure the dialler is configured to maximise efficiency, minimising dropout rates
• Collaborate with the Optimisation Manager and data teams to troubleshoot and resolve dialler and data-related issues
• Validate that correct data is being dialled to improve conversion rates and minimise dropped calls
• Identify where data return rules do not meet expectations and flag operations falling outside key performance indicators
• Monitor adherence to scheduled activities and report discrepancies to the Operations Manager
• Identify in-day performance concerns by analysing real-time data and metrics
• Conduct end-of-day performance reviews, providing comprehensive insights into Lead Generation performance
• Compile and present management information on in-day team performance, including call volume, conversion rates, and contact rates to all levels of management
• Utilise data analytics tools to track and report on performance trends
• Ensure daily performance and key metrics are achieved, supporting the sales team.
• Monitor absence levels and assess their potential impact on overall contact centre performance
• Work closely with the Operations Manager to align performance strategies with overall business objectives. Capture, track, and raise faults with systems and data, ensuring effective resolution processes are in place
• Provide actionable feedback and recommendations based on performance data to improve team effectiveness

What do you need to thrive?

• Strong analytical skills with experience in data management and performance monitoring
• Familiarity with outbound contact centre operations and dialler systems.
• Proficient in data analysis tools and software (e.g., Excel, Salesforce, Alvaria)
• Excellent communication skills and ability to collaborate across teams
• Experience in a similar role is preferred but not essential

So, what’s in it for you?

• Bonus Schemes – A bonus that regularly rewards you for your performance
• A pension of up to 12%– We will match your contributions up to 6% of your salary
• Our award-winning Vitality health insurance – With its own set of rewards and benefits
• Life Assurance – Four times annual salary

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!If you are successful in your application and join us at Vitality, this is our promise to you, we will:

• Help you to be the healthiest you’ve ever been.
• Create an environment that embraces you as you are and enables you to be your best self.
• Give you flexibility on how, where and when you work.
• Help you advance your career by playing you to your strengths.
• Give you a voice to help our business grow and make Vitality a great place to be.
• Give you the space to try, fail and learn.
• Provide a healthy balance of challenge and support.
• Recognise and reward you with a competitive salary and amazing benefits.
• Be there for you when you need us.
• Provide opportunities for you to be a force for good in society.

We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.About The CompanyWe're really excited to announce that we have recently been awarded "Top 10 Best Places To Work" in The Sunday Times Awards 2024!Ready to find out if we’re the right fit for you? We can’t wait.Vitality’s approach to sustainabilityIf we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested, please submit your application as soon as possible.