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Serco’s Citizen Services team are 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 area of expertise providing regular business commentary.
* Complete operational requests (OWL’s, emails, etc.) within agreed SLA.
* Support other functions, including Planning, as part of the OutPerform Solutions Team.
* Travel to other Serco sites and client sites as 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, prioritise tasks, and set expectations proactively with stakeholders.
* Communicate professionally with internal management, analysts, clients, and Serco Operations.
* Contribute to the development of the Outperform Solutions team, following best practices.
* Establish trusted relationships with operational managers and other work-stream areas.
* Build relationships with senior management, clients, and teams with integrity and professionalism.
What I need to do the role?
* Experience with SQL, including database architecture and query/stored procedure writing.
* Experience with Power BI, especially building data models and outputs.
* Ability to manage workloads, prioritise, and set expectations with stakeholders.
* Analytical thinking with the ability to provide cost-effective, value-added recommendations.
* Excellent communication and organisational skills.
* Understanding of business processes and contact centre metrics.
* Proficiency in Microsoft Office, especially Excel (advanced formulas, Power Query, VBA).
* Knowledge of WFM, planning principles, and methodologies like Erlang, Workload, and Shrinkage is desirable.
What we offer:
* Up to 6% contributory pension scheme.
* A range of benefits supporting health and wellbeing, including Employee Assistance Programme, health apps, health plans, and leave purchase schemes.
* Access to discounts and deals on attractions, mobile, cinema, leisure, shopping, and hospitality.
* A supportive culture passionate about diversity and inclusion.
* Opportunities for professional and personal development, including training and coaching.
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