Workforce Intelligence Analyst

Job Title: Workforce Intelligence Analyst

Company: DHU 111 (East Midlands) CIC

Description:

Are you ready to join a dynamic team as a Workforce Intelligence Analyst at DHU 111 (East Midlands) CIC? We are a prominent provider of NHS 111 services, dedicated to offering top-notch patient care and operational excellence.

Location: Pride Park, Derby (with occasional travel and flexible work-from-home options)

Type: Full-time

Salary: Band 6.0

About Us

DHU 111 (East Midlands) CIC excels in delivering contact centre-based NHS 111 services across various regions, covering a vast patient population. Recently recognized for our outstanding performance, we strive to set the benchmark in providing NHS 111 services and being an employer of choice. Join us on this exciting journey

Job Overview

We are on the lookout for a skilled Workforce Intelligence Analyst to bolster our team. Reporting to the 111 Systems Development Manager, you will be instrumental in enhancing workforce and telephony reporting to ensure exceptional patient care, performance management, and ongoing service enhancement.

Key Responsibilities:Champion high-quality patient care and interactions within NICE systems.Create optimized Workforce and Telephony reports aligned with key metrics.Influence senior stakeholders with expert knowledge in Telephony and Workforce Management.Oversee daily utilization of NICE CXOne and NICE IEX WFM systems.Produce regular reports on interactions and workforce analytics.Mentor junior analysts for continuous improvement.Identify and implement enhancements for reporting systems.Collaborate with internal teams for operational efficiency.

Qualifications and Experience Essential

• Demonstrated analytics expertise in a contact center environment.
• Proficiency in SQL, Power BI, VBA, and MS Excel.
• Ability to translate data into actionable insights.
• Excellent communication skills and storytelling ability.
• Knowledge of NICE IEX Workforce Management and NICE CXOne Telephony systems.
• Advanced PC and MS Office skills.

Preferable

• Prior experience as a Data Analyst or similar role.
• Change management background.
• Expertise in data processing and analysis.
• Familiarity with data visualization best practices.
• Strong problem-solving skills.

Capabilities

• Strong analytical and problem-solving aptitude.
• Attention to detail and precision.
• Creative thinking for service enhancement.
• Effective communication and influencing skills.

Benefits

• Competitive compensation and benefits package.
• Comprehensive health benefits.
• Retirement savings plan with company match.
• Flexible work arrangements.
• Professional development opportunities.

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