| Advertiser: | Hays Contact Centres |
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| Job Title: | MI Analyst | ||
| Job Description: |
My client is one of the UK's leading telecommunications providers and operates a 600 seat contact centre in Wiltshire handling pre-sales enquiries, sales, post-sale customer service and ongoing customer relationship management via telephone, email and other written correspondence. Within their central Resourcing team they are currently recruiting for experienced MI Analysts to be responsible for providing accurate management information on the performance of the Customer Centre and contributing to business decisions on how to improve customer service.
Duties will include: Reporting - To ensure integrity and completeness of Customer Centre data that is accurately reflected in reports, with fully maintained technical and procedural documentation to which the team adhere. - To deliver consistent, accurate, user friendly reports within agreed service levels, reflecting performance and business needs and changes, and providing added value through effective presentation and appropriate commentary. - To capture all relevant data to support performance analytics for the Customer Centre, its agents and support teams. - To resource manage new report requests, understanding requirements and proactively offering advice. - To proactively identify opportunities to improve procedures, efficiency, working practices and production of reports. Analysis - To track and understand the reasons and relationships of all customer contact patterns across all mediums - call, e-mail, IVR, etc. - To proactively perform further investigations to give greater insight into performance. - To maintain awareness of all business activities to understand their influence on performance and instigate additional analytical work where appropriate. - To provide insight into customer behaviour and contact drivers by analysing all traffic across various cohorts. Performance - To prepare added-value commentary describing the key factors driving performance against predicted and recent trends of contact, for differing customer types as well as a consolidated view. - To ensure that calls are effectively routed to optimise performance and meet business targets. - To proactively identify opportunities to improve performance, providing support to the relevant teams to deliver results Stakeholder engagement - To develop and maintain relationships with key managers within the business to support the identification and sharing of best practice. - To understand and deliver the services required by all locations of the combined customer facing and support teams. - To develop close working relations with Operations, by seeking and responding to feedback. - To support and influence Customer Centre initiatives, proactively suggesting opportunities to improve service and Centre performance. Team - To lead, manage, support, develop and motivate the MIS team members, ensuring that reviews are performed and training needs are satisfied. - To enable and encourage participation such that the full potential of individuals and the full team are met, supporting their personal and technical development. - To keep the team informed and aware of agreed processes and procedures, ensuring consistency of practice and delivery. Experience Required - Minimum 5 years experience within Telecommunications and a Customer Centre environment – reporting from multi-skilled/site ACD systems - Extensive database skills and knowledge of reporting tools and query languages – preferably in setting up new systems - Proven track record of proactively identifying business improvements and engaging with the Operation to implement relevant changes - Experienced line manager - Stakeholder engagement skills - Business awareness and improvement focus - Positive, effective and enthusiastic - Results and performance driven |
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| Skills Required: | MI, management information, analysis, analyst | For jobs based in the UK it is unlawful to employ a person who does not have permission to live and work in the UK. Please ensure you have this permission before applying, unless the advert states otherwise. | |
| Location: | Trowbridge | ||
| Job Type: | Permanent | ||
| Rate: | £27K to £35K Per Year Benefits: benefits | ||
| Start Date: | Duration: | ||
| Contact: | Brad Parker | Contact E-mail: | brad.86729.480@hayscontactcentres.aplitrak.com |
| Contact Tel: | 020 7763 2008 | Contact Fax: | 0208 525 3547 |
| Reference: | 7891981 | Added: | 14-08-2008 |
