Dialler Analyst

Junior Data Analyst
Money Expert – Chester | Full-Time, Permanent | £28,000 – £30,000 DOE
This is an office-based role - working from the Chester office - only applicants within a commutable distance will be considered.
About Money Expert
Money Expert is one of the UK's leading independent comparison platforms, helping consumers make smarter decisions across energy, insurance, credit, and more. Our contact centre is central to how we deliver value — and this role sits right at the heart of it.
You'll join a fast-moving, collaborative operations team where your analysis shapes real outcomes: campaign performance, agent productivity, compliance, and customer experience.
The Role
Reporting to the Contact Centre Manager, you'll optimise outbound campaign performance, own data reporting, and use insights to drive continuous improvement across productivity, contact rates, and compliance.
Key responsibilities:
* Manage and optimise dialler configurations — pacing, retry logic, call outcomes, and AMD settings
* Build and maintain outbound campaigns accurately and to schedule
* Monitor and report on key metrics: contact rate, conversion rate, abandon rate, and agent occupancy
* Deliver clear performance analysis and actionable recommendations to operations and leadership
* Ensure full compliance with regulatory and internal standards
* Maintain system stability and respond quickly to performance issues or downtime
* Identify opportunities for automation and process improvement
* Work closely with Team Managers, Operations Managers, and Contact Centre leadership
Who We're Looking For
We're hiring for analytical ability and mindset, not a specific job title. You may come from one of several backgrounds — all are welcome:
* Direct experience in dialler management, campaign configuration, or contact centre analytics
* Workforce Management (WFM) or contact centre reporting / MI analyst backgrounds
* Data or operational analysts from financial services, utilities, insurance, or telecoms
* Contact centre team leaders or ops coordinators ready to step into a specialist analyst role
No direct dialler experience? That's okay. If you're analytically strong and understand contact centre operations, the dialler-specific knowledge is something we can develop together.
Skills & Experience
* Strong analytical ability — confident reading performance data and translating it into clear recommendations
* Understanding of contact centre operations, outbound KPIs, and campaign mechanics
* Experience with dialler platforms or workforce management / reporting / MI tools
* A proactive, problem-solving mindset with a drive to improve processes
* Attention to detail and a compliance-conscious approach
* Good communication skills — you'll present findings to ops managers and senior leaders
* Comfortable with Excel or similar tools; SQL or BI experience a bonus
What You'll Get
* £28,000 – £30,000 salary, depending on experience
* 28 days holiday (including bank holidays), plus an extra day per year of service
* Christmas and New Year shutdown
* Company pension
* Clear career progression pathway
* Ongoing training and development support
* Wellness and Wellbeing programme
* MEX Rewards employee benefits platform
* On-site parking
To apply, submit your CV and a short note about your background. We respond to every application