Job Overview

The role of the
Business Intelligence Analyist to provide support to our Lead Developers with data, reporting and insight that supports both the creation of robust resource plans and effective performance management within the Operation.

This support to the operational team will largely be driven through the production of bespoke data, insight and analysis.  This insight, delivered to senior stakeholders, will be used to improve forecasting, eliminate process inefficiencies and maximise the output and success of the planning and operational teams.

The support to our call centres and operations is through daily and weekly reporting at a client/site level on operational performance including;

• Call queue performance
• Staffing and adherence performance
• Shrinkage and absence analysis
• Early Life and Glide Path performance
• Agent KPIs and insight, such as AHT, Resolve Rate, Transfer Rate, NPS, Quality Measures, and all other measures bespoke to the client requirements.

This is a key role in being able to highlight areas of opportunity within the performance of the team as a whole by providing agreed KPI’s in a timely manner with supporting commentary and insight.

Key Stakeholders:

• Operational Team
• Workforce Planning
• Best Practice
• Transformation Team
• Support Function Leads
• Clients

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Deliver insight on current and historic performance
• Deliver insight on planning effectiveness and performance efficiency
• Maintain and develop our internal reports, databases and data structures to ensure they are fit for purpose
• Maintain and develop our internal planning tools in excel and other formats
• Deliver new reporting through PowerBI as part of TPs global strategy
• Working closely with the operational teams to ensure that the plans are well defined, clearly communicated and executed well
• Conduct ad-hoc analysis on performance variance, and improvements to planned forecasts or schedules
• Develop and improve the presentation, relevance and effectiveness of agreed operational KPI’s
• Provide analytical support for WFM, Best Practice and Operations
• Administration keeping all system information accurately updated
• Ensure presentations are fit for purpose and the audience
• Manage the collation of effectiveness measures across Planning and Service Delivery
• Steer as part of the wider team our direction and priorities

Main Job Requirements and Required Skills

• Understanding of SQL / MSQL query building and data management.
• Strong excel skills including VBA preferable.
• Business Objects, Azure, PowerBI experience or similar desirable
• Strong analytical and data mining skills..
• Previous experience of data analysis and/or reporting within a call center environment.
• Excellent knowledge of Microsoft applications, especially Excel and PowerPoint.
• The ability to create complex reporting models.
• The ability to work under pressure to tight deadlines.
• A proven attention to detail.
• Commercial awareness and customer focus.

Who are we?

We are experts in people interactions, and this gives us the edge in delivering superior customer experience in every contact.  We constantly invest in research and development and get a deeper understanding of customer’s thoughts, behaviours and needs, across different countries, industries, channels, and generations. Our knowledge, technology, and market expertise, built through years of experience, allow us to successfully provide unique interactions all over the world.

What we offer

• Comprehensive initial training.
• Recognition schemes
• On-going coaching and development and genuine opportunities to develop your career with the company’s management programmes
• Discounts on top retail brands
• 28 days’ holiday inclusive of bank holidays, rising to 30 from year 2
• Pension Scheme
• Sports & Social Scheme
• Refer a friend and Earn scheme – Up to £900 for each individual referred
• Discounted holidays, flights and hotels
• Discounted utility bills
• Discounted cinema tickets

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