MI Analyst – Contact Centres
37.5hrs per week Mon-Fri.
Attractive Salary.
The Brakes Contact Centres MI team provides insight into the customer experience delivered by our UK contact centres .You will be working in an exciting fast paced environment with huge sets of rich data and across different systems. This role will bring best practice to a key function leading a wide range of initiatives. This is a challenging position where you will be an integral part of a thought leading and innovative team.
Typical responsibilities include:
Develop and deliver daily, monthly and quarterly reports for our Contact Centres.
Test and implement reporting systems to support management decisions.
Identify opportunity for process improvement to reduce risk
Produce KPI reporting that can be interpreted by a wide audience.
Required Skills and Experience:
Strong team-worker - supporting colleagues to meet challenging objectives and targets.
Evidence of the ability to extract, interpret and communicate performance evaluation metrics.
Minimum Intermediate MS Excel experience, preferably with 2013. Comfortable with charts, slicers, pivot tables and formulae.
Experienced in using spreadsheets and databases to produce and present operational reports.
You must be a confident communicator who loves interacting with people.
Desirable Skills and Experience
Experience of managing a workforce reporting function within a call centre or sales environment.
Contact Centre Experience.
An ability to understand and communicate metrics and statistical information.
Analytical experience
Experience with VBA / Macros.
SAP / BW experience.
Microsoft Access experience.
In addition to your proven technical aptitude, you will have a positive and willing attitude, along with an ability to learn quickly. This is not an administrative position – you will have creative ideas, vision and ambition in abundance.