Job Overview
The role of the
Business Intelligence Analyist to provide support to our Lead Developers with data, reporting and insight that supports both the creation of robust resource plans and effective performance management within the Operation.
This support to the operational team will largely be driven through the production of bespoke data, insight and analysis. This insight, delivered to senior stakeholders, will be used to improve forecasting, eliminate process inefficiencies and maximise the output and success of the planning and operational teams.
The support to our call centres and operations is through daily and weekly reporting at a client/site level on operational performance including;
Call queue performance
Staffing and adherence performance
Shrinkage and absence analysis
Early Life and Glide Path performance
Agent KPIs and insight, such as AHT, Resolve Rate, Transfer Rate, NPS, Quality Measures, and all other measures bespoke to the client requirements.
This is a key role in being able to highlight areas of opportunity within the performance of the team as a whole by providing agreed KPI’s in a timely manner with supporting commentary and insight.
Key Stakeholders:
Operational Team
Workforce Planning
Best Practice
Transformation Team
Support Function Leads
Clients
Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)
Deliver insight on current and historic performance
Deliver insight on planning effectiveness and performance efficiency
Maintain and develop our internal reports, databases and data structures to ensure they are fit for purpose
Maintain and develop our internal planning tools in excel and other formats
Deliver new reporting through PowerBI as part of TPs global strategy
Working closely with the operational teams to ensure that the plans are well defined, clearly communicated and executed well
Conduct ad-hoc analysis on performance variance, and improvements to planned forecasts or schedules
Develop and improve the presentation, relevance and effectiveness of agreed operational KPI’s
Provide analytical support for WFM, Best Practice and Operations
Administration keeping all system information accurately updated
Ensure presentations are fit for purpose and the audience
Manage the collation of effectiveness measures across Planning and Service Delivery
Steer as part of the wider team our direction and priorities
Main Job Requirements and Required Skills
Understanding of SQL / MSQL query building and data management.
Strong excel skills including VBA preferable.
Business Objects, Azure, PowerBI experience or similar desirable
Strong analytical and data mining skills..
Previous experience of data analysis and/or reporting within a call centre environment.
Excellent knowledge of Microsoft applications, especially Excel and PowerPoint.
The ability to create complex reporting models.
The ability to work under pressure to tight deadlines.
A proven attention to detail.
Commercial awareness and customer focus.
Who are we?
We are experts in people interactions, and this gives us the edge in delivering superior customer experience in every contact. We constantly invest in research and development and get a deeper understanding of customer’s thoughts, behaviours and needs, across different countries, industries, channels, and generations. Our knowledge, technology, and market expertise, built through years of experience, allow us to successfully provide unique interactions all over the world.
What we offer
Comprehensive initial training.
Recognition schemes
On-going coaching and development and genuine opportunities to develop your career with the company’s management programmes
Discounts on top retail brands
28 days’ holiday inclusive of bank holidays, rising to 30 from year 2
Pension Scheme
Sports & Social Scheme
Refer a friend and Earn scheme – Up to £900 for each individual referred
Discounted holidays, flights and hotels
Discounted utility bills
Discounted cinema tickets
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