Contact Centre Performance Analyst

1 month ago

Walsall, Walsall, United Kingdom RAC Full time
Unlock Your Potential as a BAC Contact Centre Performance Analyst

Are you a data enthusiast with a passion for driving performance improvements? Do you excel in creating comprehensive reports that empower operational leaders to make informed decisions? If so, we invite you to join our Breakdown Assistance Centre (BAC) team as a Contact Centre Performance Analyst.

Key Responsibilities:
  • Design and build reports using Power BI and Excel to drive performance insights
  • Ensure timely updates and publication of reports for review
  • Identify trends and provide recommendations to the BAC management team for performance improvements
  • 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
Requirements:
  • Advanced Excel proficiency with ability to design and manage complex forecasting models
  • Power BI and visualisation skills with proficiency in creating and developing models for problem-solving, scenario-modelling, and statistical analysis
  • SQL and statistical knowledge with good understanding of statistical software packages
  • Call Centre Operations understanding with familiarity with key metrics that drive performance
What We Offer:
  • Competitive salary of £31,200.00 per annum
  • Eligibility to join our bonus scheme
  • Option to join RAC's Group Personal Pension scheme with employer matching/contribution up to 6.5%
  • 2 x Basic Salary Core Employer funded Life Assurance cover with option to flex up to 10 x cover
  • Family leave support including paid time off, flexibility, and resources to balance work and family commitments
  • Confidential personal support service available 24/7
  • Car salary sacrifice scheme with significant tax savings
  • FREE RAC Ultimate Complete Breakdown Service from Day One
  • Access to Orange Savings online discounts portal
  • FREE onsite parking

We're committed to developing a culture that's representative of the diverse communities we serve and one that's open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.

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