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Serco’s Citizen Services team is currently recruiting for an experienced Senior MI Analyst to join our existing UK & Europe Division.
Key Accountabilities
* Maximise the use of PowerBI tools across all contracts and ensure all relevant processes are adhered to. Administrate the CRM (Contract Report Manager), ensuring all access matrices for reporting are kept up to date.
* Maintain regular communication with all stakeholders in the area of expertise, providing regular business commentary.
* Complete operational requests (OWL’s, emails, etc.) within agreed SLA.
* The role is part of the OutPerform Solutions Team and may support other functions, including Planning.
* Travel to other Serco sites and client sites may be required.
* Manage the data warehouse, CRM, and existing reporting suites.
* Own and produce a suite of reporting packs with high accuracy and quality.
* Maintain all mailboxes & OWL within timescales and guidelines.
* Ensure packs and outputs meet requirements and add value.
* Manage own workload, prioritize, and proactively set expectations with key stakeholders.
* Communicate professionally with internal management, analysts, clients, and Serco Operations.
* Contribute to the ongoing development of the Outperform Solutions team, ensuring best practices are followed.
* Become a “Trusted Partner” of Operational Managers and other work-stream areas, both proactively and when called upon.
* Build relationships with senior management, clients, and teams with integrity and professionalism.
What is needed to do the role?
* Experience with SQL, especially database architecture and query/stored procedure writing.
* Experience with Power BI, particularly building data models and outputs.
* Ability to manage workloads, prioritize, and set expectations proactively.
* Analytical thinking with the ability to provide cost-effective and value-added recommendations.
* Excellent communication and organizational skills.
* Understanding of business processes and contact centre metrics.
* Proficiency in Microsoft Office, especially Excel (advanced formulas, Power Query, VBA).
* Knowledge of WFM (Workforce Management), planning principles, and methodologies like Erlang, Workload, Shrinkage, etc., would be desirable.
What we offer:
* Up to 6% contributory pension scheme.
* A range of benefits supporting health and wellbeing, such as Employee Assistance Programme, health app, health plans, annual leave purchase scheme, and more.
* Access to discounts and deals on attractions, mobile phones, cinema, leisure, shopping, and hospitality.
* A supportive culture where you can make a positive impact in a company committed to diversity and inclusion.
* Opportunities for professional and personal development, including training and coaching.
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