Contact Centre Business Performance Analyst

Job Description

Contact Centre Business Performance Analyst

Permanent Full-Time – 37 hours per week
Salary £33,425 - £39,852
Hybrid – at least 2 days in the office per week

We are recruiting for a Contact Centre Business Performance Analyst, this is a new role within a team that support the business as a whole offering insight, analysis and Management Information

We are looking for someone who is pragmatic, organised and analytical to provide insight into performance to various key stakeholders within the business such as the senior management team and directors.

Ideally you will have interpreted data in a call centre environment and have the ability to understand data and use this for continuous improvement via presentations, emails and calls. You will be vitally important in the continuous support of their customers by looking at key themes and trend insights.

Key Deliverables:
Collaborate with department heads and analysts to define KPIs and reports.
Develop a deep understanding of the business, departments, and metrics driving performance.
Implement and maintain reports and dashboards using reporting software.
Prepare monthly and quarterly revenue and performance forecasts.
Create presentations for company leadership.
Provide support in ad-hoc analysis for senior management decisions.
Identifying underperforming areas and being part of the development and implementation of improvement
Developing and generating tools and reports to monitor campaigns and KPI performance.
Define and monitor key metrics, produce reports and forecasts, and offer insights that influence strategies and operations.
Support continuous improvement strategies to grow the business
Regularly review areas for improvement and create and provide valuable insight to highlight to key stakeholders

Key Tasks:
Based on the performance insight deliver a change and improvement programme that will be a mix of People, Process and Platform Improvements delivering operational excellence, efficiency and improved experiences for specialists and customers
Building out Monthly Business Review insight packs, in line with Functional key messages for senior audiences and winning performance insight, identifying and highlighting wider business opportunities that deliver tangible performance impact on key operational KPIs
Collaborate with stakeholders across the functions and wider business to ensure that the change roadmap can be successfully received the operational teams, enabling the leaders to focus on their people and working in partnership with 1st and 2nd line of defence teams, ensuring all initiatives and plans are agreed and signed off
Deliver business case evidence for initiatives and be able to connect smaller tasks/problem resolution to.
Work alongside Business Support team and operational support team to gather valuable date and reports
Regularly look at ways to improve service through insight analysis for business, clients, customers and colleagues.
Utilise data to create themes and trends which highlight areas for development including training needs
Ability to create presentations and gather data analysis when required.

Key Skills:
At least 2 years of experience in business analysis, data analysis, or a related field.
Contact Centre experience and understanding
Experience with reporting software and a working knowledge of databases and potentially SQL.
Good planning and organisational skills with the ability to manage large workloads, multiple competing priorities effectively, and meet deadlines.
Intermediate to advanced skills in MS Excel/Google Sheets and MS PowerPoint.
Strong communication skills, both written and oral.
Ability to build partnerships and work collaboratively, internally and externally
The ability to learn quickly
Strong stakeholder management skills
Demonstrated ability to thrive in fast-paced environment
Strong analytical abilities, attention to detail, and organisational skills.
Highly driven, self-motivated, and data-curious with the ability to work as part of a team.
Power BI

Benefits:
25 days annual leave
Organised company events
Wellness programme
Development and opportunity for paid qualifications
Access to staff discounts with retailers such as Argos, Curry’s, M&S, B&Q, Debenhams.
Contribution matching pension scheme.