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Data Insights Analyst
4 months ago
As a Data Insights Analyst, you will have the opportunity to collaborate with key stakeholders across the operation by providing data that will influence decision making for the Business.
The Data Insights Team is looking to expand, and are looking for a successful applicant to join a growing team of Data Insights Analysts, who support Data Insights management team by analysing various reports.
These reports will cover areas such as customer contact, resource and performance metrics including service level agreements (SLAs) and workforce management (WFM). You will have the opportunity to analyse and evaluate detailed operational data sets, then transform them into informative overviews for the end user.
The insight provided will be through both visual representations of data as well as written commentary. This will support key stakeholders to make data driven decisions.
The position is full time with any 5 days from 7, which will predominately be Monday - Friday between the hours of 09:00-17:30, although flexibility will be required. This role is eligible for inclusion in the Company’s hybrid working from home policy, once the initial six-month training has been completed.
Successful applicants will be required to provide proof of eligibility to work in the UK from their first day of employment.
Preferred Skills, Qualifications and Experience
- Proven experience in data analysis, preferably in a customer service or contact centre environment.
- Knowledge in WFM and Customer Relationship Management (CRM).
- Advanced competence in using Microsoft Office applications including Excel, Word and PowerPoint.
- Self-motivation and ability to use your initiative to analyse data in an exploratory manner.
- Ability to work under pressure and make logical decisions.
- Excellent attention to detail.
- Strong written and verbal communication skills.
Main Responsibilities
- Analysing KPI’s such as average handling times, abandonment rates and first contact resolution rates.
- Working with stakeholders throughout the business to understand the drivers that influence WFM.
- Monitoring adherence to SLAs across the contact centre and identifying areas that require improvement.
- Providing actionable recommendations which can be implemented to increase efficiencies within the contact centre.
- Producing periodic reports, including summarised findings.
- Developing and maintaining the operational reporting dashboard.
- Working independently and managing your own workload in order to meet deadlines.
- Supporting the wider workload of the team.
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