Contact Centre Performance Analyst

1 week ago

Walsall, Walsall, United Kingdom RAC Full time

Unlock the Power of Data-Driven Insights

As a Contact Centre Performance Analyst at RAC, you will play a pivotal role in enhancing our service delivery and operational efficiency. Your expertise in data analysis and reporting will empower operational leaders to make informed, data-driven decisions.

Key Responsibilities:

  • Design and build reports using PowerBI and Excel to drive performance improvements.
  • Ensure timely updates and publication of reports for review.
  • Identify trends and provide recommendations to the BAC management team.
  • Collaborate with analysts to ensure consistent reporting approaches and data integrity.

Requirements:

  • Advanced Excel proficiency and PowerBI skills.
  • SQL and statistical knowledge.
  • Call centre operations understanding and familiarity with key metrics.
  • Ability to create and develop models for problem-solving and scenario-modelling.

What We Offer:

  • Competitive salary and bonus scheme.
  • Option to join RAC's Group Personal Pension scheme.
  • Eligibility for life assurance cover and flexible benefits.
  • Family leave support and confidential personal support service.
  • Car salary sacrifice scheme and FREE RAC Ultimate Complete Breakdown Service.

Join Our Team:

We're committed to developing a culture that is representative of the diverse communities we serve. We welcome applicants of all backgrounds and experiences.

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