Mi Manager

2 days ago


Leeds, United Kingdom MERJE Ltd Full time

42,000

**My client is looking for an MI Manager within a contact centre environment to develop their reporting methods and tools to drive efficiencies and effectiveness across the business. Responsibilities**:

- Produce daily/weekly/monthly reports to the Operational Support, SLT and ExCo team, support the knowledge and awareness of the Operational Support Team within the business in order to drive efficiency and effectiveness with specific attention to, Driveusage, Share insights and Streamline process.
- Review system practice and efficiency enhancements to be communicated with Business Reporting and Operational Support team, with a clear communication of the value to be added
- Integrate new data feeds and information into the Business Reporting work stream
- Provide a flexible and adaptable approach in delivery of content to match requirements
- Provide informed support, proactively resolve queries and assist with the design, development & deployment of innovative reporting solutions to needs
- Creation and maintenance of process maps across Business Reporting
- Experience working in a similar role/function within a Financial Services Organisation
- Good knowledge of contact centre metrics and associated technology (telephony system (IVR), voice of customer programs, complaints journey).
- Strong data analysis skills
- Strong Excel and PowerPoint knowledge
- Stakeholder management with an ability to present effectively
- Highly numerate
- Strong knowledge of Credit Card Industry
- Experience in Project/Change Management
- A working knowledge of SQL/Power BI
- Use of complex Excel formulae (including VBA)
- Communicating brilliantly with colleagues, setting high standards and inspiring them to deliver for our customers on a daily basis.
- Conducts self with the highest levels of integrity
- Self-motivated and proactive in their approach to work
- Excellent attention to detail
- Ability to build strong relationships with a broad variety of stakeholders
- Comfortable in presenting insights to Senior colleagues both positive and negative feedback.


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