Contact Strategy Analyst - Birmingham, United Kingdom - Sigma Financial Group

Sigma Financial Group

Verified Company

Birmingham, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Location:
Work From Home (WFH)

Contract type:
Permanent, full time

Hours: 40 hours per week

Salary:
Competitive

We are currently looking for a Contact Strategy Analyst to help build and enhance Sigma's Omni Channel Contact Strategy by recommending strategy improvements and optimization for customer journeys across our client base.

Who are the Sigma Family?

At Sigma, we are different and recognized in May 2023 by the Sunday Times as one of the best places to work.

Our mission statement is to #ImproveEverythingAlways and at the heart of this is our People.

This is why we are looking for amazing individuals to join and work on behalf of our clients to provide high-level customer service across several industries.

What being a part of the Sigma Family means for you

33 days holiday inclusive of bank holidays, with additional days accrued the longer you have been a part of the Sigma Family.
Monthly, Quarterly, and Annual awards with marvelous prizes.
Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

- £250 bonus for each friend that you refer to join the Sigma Family who passes probation.

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.
Discounted Pure Gym membership.
Working from the comfort of your own home.
An Employee Pension Scheme.
Join communities and collaborate with your colleagues on our internal Social Media platform.
The opportunity to be a part of an equal, diverse and inclusive workplace all amazing people are welcome in the Sigma Family.

What Your Day-to-Day will Look Like:

You will be required to work with the analytics team to extract information from various data sources, use data analysis techniques to identify areas of opportunity and then using champion challenger testing implement new strategies to offer customers an improved customer journey and our clients a more efficient contact strategy.

You will Develop and maintain contact strategies reflecting business requirements considering business processes, systems architecture, and regulatory requirement. (collections / sales / customer service). You will be Driving forward multichannel contact strategies that deliver enhanced value for Sigma and our clients.

You will Monitor and analyze the performance of current strategies providing understanding on performance and recommendations for improvements (customer satisfaction, return on investment and efficiency).

You will Ensure that dialler performance is maximized and potential efficiencies are highlighted Benchmark, review and improve live strategies. You will Communicate the collections strategy and gain buy-in from stakeholders across the business and clients. You will ensure compliance of contact strategies within the relevant regulatory environment. You will Understand Activity based costing to establish a "strategy cost". You will Support different Business areas with the implementation of new processes within their area.

You will Create Visio Workflows to demonstrate how accounts flow through the contact strategies and work with development team to code and deploy.

you will Complete quality control checks to ensure accounts move through the Workflow correctly, identifying and eliminating any potential 'black holes'.

What Amazing People Will Bring to the Role:

Simple and Straight Forward Recruitment.

If you like the sound of being part of the Sigma Family then don't wait and get applying

You may have experience in the following: Contact Strategy Analyst, Strategy Analytics Specialist, Customer Communication Analyst, Contact Planning Analyst, Communication Strategy Coordinator, Customer Engagement Analyst, etc.

REF-208003