Dialler and Reporting Analyst - The Cigna Group

OVERVIEW

As the Dialler & Reporting Analyst you will be accountable for the daytoday 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 RealTime adherence for a Global Sales Internet & Retentions operations.

This role will also be responsible for liaising with frontline operations to communicate performance updates and making proactive 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:

• Provide telephony and data support to the global Telesales & Retentions functions.
• Maintain performance standards for telesales functions onsite in DIFC office.
• Accountability for the Internet Sales Team reporting
• Work as a wider remote team to offer cross site support where necessary.
• Optimise inweek 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 proactive list management and operational cooperation.
• 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 adhoc analysis as required to support business initiatives and change management.
• Be the first point of contact between Telesales and Sales Operations for adhoc dialler queries and troubleshooting.
• Be aware of regulatory and compliance updates relevant to our business areas.
• Monitor RealTime SLA performance on our Inbound channels and report to stakeholders.

YOUR PROFILE

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

About Cigna Healthcare

Qualified applicants will be considered without regard to race color age disability sex childbirth (including pregnancy) or related medical conditions including but not limited to lactation sexual orientation gender identity or expression veteran or military status religion national origin ancestry marital or familial status genetic information status with regard to public assistance citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process please email: confidential for support. Do not email confidential for an update on your application or to provide your resume as you will not receive a response.