Data-Driven Performance Analyst

6 days ago

Walsall, Walsall, United Kingdom RAC Full time
Job Summary

We are seeking a skilled Data-Driven Performance Analyst to join our Breakdown Assistance Centre (BAC) team. As a key member of our Operations team, you will play a pivotal role in enhancing our service delivery and operational efficiency.

Key Responsibilities

  • Design and build reports using PowerBI and Excel to drive performance improvements.
  • Ensure timely updates of reports and provide recommendations to the BAC management team.
  • Collaborate with analysts across Operations and DMA to ensure consistent reporting approaches and data integrity.
  • Support first-line managers in BAC to ensure they understand and can utilise reports to drive team performance.
  • Maintain the Book of Work and lead regular reviews with the BAC management team to ensure progress and accountability.

Requirements

  • Advanced Excel proficiency and ability to design and manage complex forecasting models.
  • Proficiency in PowerBI and other visualisation tools and techniques.
  • Good SQL skills and understanding of statistical software packages.
  • Familiarity with call centre operations and key metrics that drive performance.
  • Ability to articulate complex stories in a simple and understandable way.

Personal Attributes

  • Strong analytical and problem-solving skills.
  • Comfortable working under pressure to meet short deadlines.

About the Role

This is a full-time, permanent position with a competitive salary and a range of benefits, including eligibility to join our bonus scheme and a Group Personal Pension scheme. We also offer a confidential personal support service, access to Orange Savings, and a Car salary sacrifice scheme.

What You'll Do...

  1. Develop and maintain reports to track performance and drive improvements.
  2. Collaborate with teams to ensure consistent reporting approaches and data integrity.
  3. Support first-line managers to utilise reports effectively.
  4. Lead regular reviews to ensure progress and accountability.

Key Performance Indicators

  • Ensure BAC's KPIs (AHT, ABR, CPH) are met.
  • Monitor report availability and usage by team leaders.
  • Track and progress the Book of Work.

Skills, Specialist Knowledge & Experience

  • Advanced Excel proficiency and ability to design and manage complex forecasting models.
  • Proficiency in PowerBI and other visualisation tools and techniques.
  • Good SQL skills and understanding of statistical software packages.
  • Familiarity with call centre operations and key metrics that drive performance.
  • Ability to articulate complex stories in a simple and understandable way.

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