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 to identify potential efficiency gains and improvements to the customer journey, including the development of self-serve options.
The role holder will be responsible for designing effective improvements, which will be presented to the Contact and Digital Centre Manager and the management team. Additionally, they will adjust forecasting models to ensure accuracy, create and modify shifts for the Telephony team, monitor calls, emails, and chat flows to identify trends, and oversee holiday and annual hours across Customer Services and the wider Operations division. Regular updates on performance and potential issues, such as call capture rates and SLAs, will be communicated to management.
Key responsibilities include:
1. Reviewing and analysing workflow demand, identifying gaps where information is insufficient for decision-making.
2. Acting as the key interface for performance, shifts, forecasting, and holidays within the department.
3. Supporting performance monitoring related to capture rates and SLAs.
4. Driving efficiency by promoting self-serve options and reducing manual interventions.
5. Providing detailed monthly performance analysis and MI.
6. Researching, designing, and documenting innovative changes to improve customer service and efficiency.
7. Supporting migration and transformation initiatives within the department.
Essential skills and qualities include:
* Excellent Microsoft Office skills, especially Excel.
* High personal motivation and ability to work autonomously.
* Strong communication skills at all levels.
* Data analysis and presentation skills.
* Effective time and workload management.
We are committed to being a Disability Confident employer, offering interviews to applicants who declare a disability and meet minimum criteria.
At West Bromwich Building Society, we focus on creating a you-shaped career. We offer various development and promotion opportunities, including generous holiday entitlement, pension schemes, paid volunteering days, enhanced leave options, life assurance, performance-related pay, private medical insurance, electric/hybrid car schemes, and wellbeing support.
Why choose us? We are recognized as one of The Sunday Times' Best Places to Work, valuing an inclusive and supportive culture where everyone can belong and thrive.
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