Social network you want to login/join with:
The role of the Jnr MI & Data Developer is 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 will be driven through the production of bespoke data, insight, and analysis, which will be delivered to senior stakeholders to improve forecasting, eliminate process inefficiencies, and maximize the output and success of the planning and operational teams.
The support to our call centres and operations includes daily and weekly reporting at a client/site level on operational performance, such as:
* Staffing and adherence performance
* Shrinkage and absence analysis
* Early Life and Glide Path performance
* Agent KPIs and insights, including AHT, Resolve Rate, Transfer Rate, NPS, Quality Measures, and other client-specific metrics
This role is key in highlighting opportunities within team performance by providing agreed KPIs in a timely manner, along with supporting commentary and insights.
Key Stakeholders include:
* Operational Team
* Workforce Planning
* Best Practice
* Transformation Team
* Clients
Key Responsibilities and Accountabilities (may include other duties not specifically addressed here):
* Deliver insights on current and historical performance
* Provide insights on planning effectiveness and performance efficiency
* Maintain and develop internal reports, databases, and data structures
* Develop and improve planning tools in Excel and other formats
* Implement new reporting via PowerBI as part of global strategy
* Work closely with operational teams to ensure plans are well defined, communicated, and executed
* Conduct ad-hoc performance variance analysis and forecast improvements
* Enhance presentation and relevance of operational KPIs
* Support WFM, Best Practice, and Operations analytically
* Accurately update system information
* Create fit-for-purpose presentations for different audiences
* Manage collation of effectiveness measures across Planning and Service Delivery
* Contribute to team direction and priorities
Main Job Requirements and Skills
* Knowledge of SQL / MSQL query building and data management
* Strong Excel skills, including VBA (preferable)
* Experience with Business Objects, Azure, PowerBI, or similar
* Strong analytical and data mining skills
* Experience in data analysis/reporting within a call center environment
* Excellent Microsoft Office skills, especially Excel and PowerPoint
* Ability to create complex reporting models
* Ability to work under pressure and meet tight deadlines
* Attention to detail
* Commercial awareness and customer focus
Who are we?
We are experts in people interactions, delivering superior customer experiences worldwide. We invest in research and development to better understand customer behaviors across industries, channels, and generations. Our expertise, technology, and market knowledge enable us to provide unique interactions globally.
What we offer
* Ongoing coaching and career development opportunities
* Discounts on top retail brands
* 28 days’ holiday including bank holidays, increasing to 30 from year 2
* Pension Scheme
* Sports & Social Scheme
* Refer a Friend scheme – earn up to £900 per referral
#J-18808-Ljbffr