Motorway
Brighton, England, United Kingdom
Join or sign in to find your next job
Join to apply for the MI Analyst role at Motorway
Motorway Brighton, England, United Kingdom
1 week ago Be among the first 25 applicants
Get AI-powered advice on this job and more exclusive features.
About Motorway
Motorway is the UK’s fastest-growing used car marketplace – our award-winning, online-only platform connects private car sellers with over 7,500 verified dealers nationwide, who compete to offer the best price. Founded in 2017, our technology makes the process refreshingly easy, earning us an 'Excellent' Trustpilot rating with over 70,000 reviews. We're not just building a platform; we're changing how people sell cars.
About The Team
Hi, I'm Cameron, Head of Workforce Planning. I'm looking for an MI Analyst to join my team and play a key role in driving performance and productivity within our Contact Centre operations. We're a close-knit team that impacts the company by providing data-driven insights to improve efficiency and enhance our customer experience. If you're passionate about turning raw data into actionable insights and want to work in a fast-paced environment, you'll love it here!
About The Role
As our MI Analyst, you'll be instrumental in driving performance and productivity within our Contact Centre. You'll work in the Workforce Planning team, collaborating closely with Contact Centre management across multiple departments and locations. Your main responsibilities include:
1. Developing and delivering performance reports on agent productivity and key Contact Centre metrics across all channels.
2. Supporting data preparation for business reviews, ensuring accuracy and timeliness.
3. Collaborating with leadership to understand reporting needs.
4. Designing and maintaining user-friendly reports using tools like Zendesk, Talkdesk, Calabrio, and Google Sheets.
5. Extracting, cleansing, and transforming data from various systems.
6. Identifying opportunities to improve reports and analyses.
7. Owning and managing key performance reports, ensuring data integrity.
8. Documenting reports and data sources for clarity.
9. Monitoring data quality and resolving discrepancies.
10. Presenting insights during reviews and forums.
11. Contributing to KPI development aligned with business goals.
12. Working with BI teams to ensure data alignment.
13. Supporting automation of manual data processes.
14. Assisting with monitoring BPO partner performance.
15. Staying informed on industry best practices and recommending improvements.
16. Supporting ad-hoc data requests and projects.
About You
* Proven experience as an Analyst, especially in performance reporting within a Contact Centre.
* Experience developing reports focused on agent productivity.
* Strong skills in data extraction, manipulation, and analysis.
* Experience with Zendesk, Talkdesk, Calabrio, Google Sheets, or similar tools.
* Excellent data visualization skills for non-technical audiences.
* Understanding of Contact Centre KPIs and metrics.
* Strong analytical and problem-solving skills.
* Effective communication and stakeholder collaboration skills.
* Attention to detail and data accuracy.
* Ability to manage multiple priorities in a fast-paced environment.
* Proactive and eager to learn and improve.
* Experience with large datasets and data warehouses is a plus.
You could be a great fit if
* You're passionate about data and decision-making.
* You enjoy collaborating and building relationships.
* You are a problem-solver and proactive.
* You thrive under pressure and manage multiple tasks effectively.
* You deliver high-quality work with attention to detail.
Additional Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
* Industries: Technology, Information and Internet
#J-18808-Ljbffr