Senior Mi Analyst
6 days ago
Our client is a globally leading public services provider and are seeking an experienced and driven Senior MI Analyst to join their ever-growing and highly successful team in Liverpool. This is an exciting opportunity to work in a FTSE 250 company withexcellent career progression opportunities.
The company has 6 offices throughout the UK & Europe, North America, Asia Pacific and the Middle East, working in several large industries across these regions. You would sit in the established MI Team supporting existing client work and supporting on Bidsas they transition from a business win to BAU. This would involve MI reporting suite creation system development and design and providing post implementation client support. This role would suit anyone with previous strong MI & analytical experience in a contactcentre environment ideally in outsourcing, but this is not essential**The role will be working in the Liverpool site but there are options to remote work too**Your duties**:
- Developing suites of key MI reports, dashboards, and business intelligence from a Bid specification and from BAU continuous improvement perspective.
- Accountable for key interactions with Senior Operations from a stakeholder and service review
- Accountable for Developing reporting into automated formats using SQL, Power BI, VBA and Advanced Excel (SSRS/SSIS - may be beneficial but not required)
- You will work with other client departments to analyse customer behaviour and campaign performance, providing insight to inform business decision making
- Lead on implementation of reporting standardisation projects across the company
- Provide a consultative approach to assessing and delivering MI solutions throughout the business
- Ensuring the company is using the latest industry best practices to improve/update reporting methodologies
- Liaise with key stakeholders to understand MI requirements, as well as assisting with the delivery of system change and transformation projects.
- Accurately report on time utilization to ensure you have the correct resources to support the business in BAU/growth
- Strong stakeholder engagement skills with ability to manage up.
**To be considered for this role you will ideally have**:
- 3 plus years of experience working as in MI Analyst with elements of Project Management and/or delivery
- Experience of Stakeholder Management at a senior level
- Understanding of business processes and contact centre metrics
- Advanced Excel skills
- Strong knowledge of VBA and SQL
- MS Access experience
- Knowledge of TeleOpti WFM solution would be advantageous
- Knowledge of Storm ACD is preferable
- Knowledge of Nimbus Time to Work WFM platform also would be advantageous
This is an exciting time to join this company. The role offers a competitive salary and the chance to be part of a growing success story.
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