Our client has a network of contact centres across the UK with an FTE or larger than 2,000 people, and things move quickly!
Insights are critical in enhancing the effectiveness and efficiency of their operation. By enabling data-driven and informed decision making, this role will be key in the BAU function of our clients business, as well as provide the clarity that enables sustainable delivery against our strategic ambitions across a multi-site, regulated environment.
** Salary: 65k - 80k + bonus + bens **
** A background in Financial Services if crucial for this role **
This role sits within the Resource Planning, Optimisation & Operational Excellence centre and supports the broader team in enabling consistent and more efficient and effective operations.
Key Responsibilities:
* Own the analysis of operational and performance data to generate insights that inform decision-making and service improvements.
* Proactively analyse performance trends across the customer service estate, identifying focus areas and opportunities for improvement, driving engagement with the area owners.
* Own the performance reporting frameworks, identifying and delivering against opportunities for improvement and automation in our reporting and data analysis through partnerships with technology teams.
* Drive timely reporting and insight provision across the operational areas, applying automation where relevant, to drive quick business decisioning.
* Provide monitoring and reporting support associated to performance-related benefits from strategic transformation initiatives.
* Collaborate with various Business Areas to ensure the data and associated insights arefit for purpose.
* Deliver the data and insights that underpin service delivery, performance and optimisation across contact centres, back-office operations and specialist teams.
* Champions data-driven decision-making that reduces friction and improves resolution speed.
We need you to have:
* Proven track record leading large-scale workforce and performance insight in regulated Financial Services, banking or Utilities.
* Expertise in performance tracking, reporting and optimisation frameworks.
* Experience of enabling and driving transformational change in large operational environments.
* Demonstrated ability to influence and challenge at ExCo level.
* Deep understanding of operational performance metrics and optimisation frameworks.
* Advanced knowledge of performance tracking and reporting methodologies, tooling and systems.
* Strong market knowledge of best practice in performance reporting and optimisation.
* Insight into evolving customer, colleague and automation trends that impact service delivery.