Customer Contact Centre Analyst Salary: c. £29,000 (dependant of experience) Hours: 35 Hours (Monday - Friday, 0900 - 1700) Contract: Permanent Location: Hybrid (Office: West Bromwich) Here at the West Bromwich Building Society we are all about making a you-shaped career. We understand its not always easy juggling your career with all the important things outside of work. But with the right opportunities and support we can help you build a career that works for you. We have an exciting and brand new role for a Customer Contact Centre Analyst to join our Contact Centre. Reporting to the Contact and Digital Centre Manager, the Customer Contact Centre Analyst will work as part of the Customer contact centre team, analysing work demand into the teams to identify potential efficiency gains and improvements to the customer journey. Including the identification of further self-serve options that could be made available to the customer. The role holder will be responsible for designing effective improvements which will be presented to the Contact and Digital centre Manager and Contact centre management team. The Customer Contact Centre Analyst will also be responsible for adjusting forecasting models to ensure they remain as up to date and accurate as possible, creating and adjusting shifts for the Telephony team, monitoring calls, email and chat flows to identify trends, monitoring holiday and annualised hours across Customer Services and the wider Operations division and ensuring management are regularly kept informed on current performance and any potential issues (e.g. call capture rates and SLAs etc). What the role will look like: Reviewing and analysing the workflow demand, including identifying gaps where insufficient information is available to support informed decision making Acting as key interface for the Customer contact centre department in regard to performance, shifts, forecasting and holidays etc. Provide support to the contact and digital centre manager and leadership team with regards to monitoring performance (capture rates and SLAs etc.) To optimise efficiency across the division, focusing on driving self-serve options and identifying where manual intervention or hand offs can be removed. Provide detailed monthly analysis of performance and MI. Research, design and document innovative changes that could be introduced which would benefit customer service and/or efficiency. Support the delivery of migration and transformation across the department. What you will bring to the role: Excellent Microsoft Office skills (particularly Excel) A high standard of personal motivation To be able to work autonomously and use initiative A strong desire to question, influence and change the way we do things An ability to communicate clearly at all levels An ability to analyse data in depth and present findings Effective time and workload management We Value a diverse range of skills and experiences here at the West Brom. So even if you don't meet every single requirement listed in the job description but are passionate about the role, we still encourage you to apply. What's in it for you: We pride ourselves on our development opportunities and always look to promote from within wherever possible, Holiday starting at 175 hours (25 days) plus bank holidays that grow with your time with us and the opportunity to buy or sell up to 5 days holiday each year, 2 paid volunteering days a year, Living Pensions: Pension scheme starting at 5% contribution from you and 7% contribution from us, and well match your further contributions up to 10.6% Enhanced maternity, paternity and adoption leave with paid fertility treatment, neonatal and pregnancy loss leave, Life assurance provided by the Society at 4 times your salary, Yearly performance related pay scheme and pay review, Private medical insurance thats discounted when your time with us grows, with the option to include family members, Salary Sacrifice Electric/Hybrid Car Scheme, A Perkbox account giving you 24/7 access to perks, benefits, discounts, wellbeing tools and loads more! And much more, from flexible working options, wellbeing support and a whole heap of warm West Bromness. Why choose the West Brom? Weve been named one of The Sunday Times Best Places to Work and we couldnt be prouder. Its a reflection of our warm, inclusive and supportive culture and how much we value our people. But what matters most is how youll feel when youre here because we dont just want you to fit in, we want you to feel like you truly belong. So when you join us, youll find a place that values your wellbeing, supports your growth and helps you build a career that works for you. Were a Disability Confident Leader and encourage disabled applicants and all from diverse backgrounds to apply. Well do what we can to adjust our recruitment journey and offer a guaranteed interview to disabled applicants who meet what were looking for. If you need any support with applying to one of our roles, get in touch at. Do it today and click apply! *Please note We reserve the right to withdraw our adverts earlier than the original published expiry date, therefore if you are interested please submit your application as soon as possible* Head Office: 2 Providence Place West Bromwich B70 8AF. The West Brom is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Register no. 104877. the West Brom is a trading name of West Bromwich Building Society.