Contact Centre MI Analyst (Fixed Term Contract with potential to become permanent) - Sheffield

This vacancy is no longer advertised
Customer Care
Ref: 9 Date Posted: Friday 29 Sep 2017

Contact Centre Support Analyst, Sheffield

The role:

The purpose of this role is to work as part of the Customer Service Delivery team to provide support across the operation. Responsible for providing central control and reporting for all operational areas. Directly supports the Customer Service team through real time management and on-going analysis and reporting to deliver service across all channels and drive continuous improvement through maximising efficiency and reducing costs. This is a fixed term opportunity until September 2018. However, due to business levels in the business it is anticipated that growth may allow the role to become permanent.

Key Responsibilities

Real Time analysis and management of intraday staffing levels and schedule changes, balancing resources across multiple work types

Monitoring real time adherence and flagging any areas of concern to Leadership

Monitoring of real time call volumes, service levels, and agent activity

Real time and post day analysis of overall performance

Investigate and communicate any anomalies reporting back findings supported by recommendations for improvement.

Maximising call performance through effective shift optimization

The creation and distribution of daily/weekly/monthly operational reporting around key operational areas of productivity, costs, performance and trend analysis

Become an expert in the new telephony platform to maximise functionality across Connect to improve both experience and efficiency.

Analyse processes and data to produce recommendations of ways to consistently improve productivity, efficiency, costs or processes

Support resource planning for the whole of Connect ensuring service levels are met through strict scheduling, forecasting and real time management

Responsible for the creation and distribution of daily/weekly/monthly operational reporting around key operational areas of productivity, costs, performance and trend analysis.

Key skills:

Proven experience of advanced Microsoft Excel skills including formulas, vlookup, pivot tables and charts

Experience of Real Time/Intraday activities & a solid understanding of key Contact Centre metrics

Solid understanding of Forecasting & Scheduling methodology

Knowledge of Contact Centre Telephony platforms would be desirable

Experience of collating and presenting information and data in an intuitive format

Experience of working with and influencing stakeholders

A positive and flexible approach towards change, be passionate about Customer experience and motivated by achieving results

 

The company: 

Situated in central Sheffield, our client is a well-established local employer. If you are interested in adding value to our clients’ business and building a career with one of Sheffield’s leading employers this could be a great opportunity for you.  

The team: 

Reporting into the Head of Customer Services, this role requires a high level of autonomy and attention to detail.

The location:

Situated in central Sheffield, a 15-minute walk from the train and bus stations and minutes from the nearest tram stop, this is a great location for candidates from most parts of the region.

The future:

This is a fixed term opportunity until September 2018. However, due to business levels in the business it is anticipated that growth may allow the role to become permanent,.

The benefits:

 £18,000 per annum.

Industry leading benefits package

Pension contribution

Great location