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Telephony and Media Analyst Full Time

at Direct Line Group Bristol in Bristol (Published at 04-05-2021)

What We?re Looking For:


We have an exciting opportunity for a Telephony & Media Analyst for a 9 month Fixed Term Contract, to be a central point of contact for telephony change arising within the DLG Insurance contact centres and to co-ordinate and facilitate communication on such change between the operational areas, Tech Services and Telecoms suppliers! You?ll do this by Providing accurate and timely analysis to shed light on developing issues and undertaking regular trend analysis and data interrogation, making recommendations to drive improvement across the business. This role can be based remotely.


What You?ll be Doing:


  • Manage and prioritise change/work requests received from the contact centres on the basis of ?value add? and meeting the overall DLG Insurance strategy.

  • Ensure all change provide the best experience for our Customer.

  • Ensure that any changes to contact centre telephony & Media systems are communicated and understood by the Stakeholders and within agreed SLA?s.

  • Support the Planning, Delivery and UAT for all Telephony change and upgrades across DL4B & UKIBS

  • Ensure all changes delivering expected results ? post review.

  • Ensure all documentation, systems are Business areas are aware of the change for reporting.

  • Own BAU system configuration ? such as service objectives, reserve thresholds and skill priorities ? to ensure that the call routing in place supports current customer demands and business strategy.

  • Identify project and change issues and risks. Agree mitigating actions and / or escalate as required.

  • Ensure all IVR wording meets FCA guidelines and receives sign of through IVR Governance group and relevant change Forums and tracked.

  • Liaise with Telecoms Suppliers to ensure we are delivering the best set up to achieve Business requirements.

  • Ensure appropriate user acceptance testing is undertaken and reviewed before systems changes are introduced in Production environment to remove risk of incidents being raised off the back of a change.

  • Support suppliers and assure they perform effective planning and delivery of change.

  • Identify improvements to processes and ways of working to increase the efficiency and effectiveness of the changes delivered.

  • To support and learn new technologies deployed by the company.

  • Identify dependencies, risks and issues across all planned changes



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