Insight Analyst

£22000 - £27000/annum Benefits
14 Jul 2017
13 Aug 2017
Contract Type
Full Time
Insight Analyst

Darwen, BB3

£22k - £27k depending on experience + benefits

About the role:

Do you have experience working within data analysis and insight?

Do you have project management and stakeholder management experience?

We are currently looking to recruit an experienced Insight Analyst to join our TV Licensing Partnership working in Darwen, Lancashire. The Insight Analyst role will take responsibility for creating strong business relationships with our internal customers, ensure stakeholders are kept up to date with the status and progress of all live projects. Supporting the Ops analytics strategy in line with organisational objectives, delivering planning, forecasting and scenario analysis to assist strategic operational decisions. You will manage stakeholders, project management and delivering business benefits.

About Capita | BBC TV Licensing:

The TVL Partnership works on behalf of one of the most respected and recognized brands in the World and is responsible for the administration of the TV Licence in the UK. We have over 25 million customers and collect over £3.7 billion every year.

Capita Customer Management is part of Capita plc, the UK's leading provider of business process management and integrated professional support service solutions, with 68,000 staff across the UK, Europe, South Africa and India.

We provide first-class customer services for other organizations and companies by phone, email, web and more. Our contact centres are home to thousands of customer service advisors, sales colleagues, collections agents and back office processing staff. With more than 14,500 colleagues across 19 contact centres in the UK, India, Poland and South Africa, we manage customers for a range of big name clients like O2, Volkswagen Group, British Gas, RSPCA and William Hill amongst others.

What you will do:

* Provide ad hoc customer analysis that is responsive and insightful
* Provide reporting for trial effectiveness assessments.
* Produce robust test designs
* Conduct robust impact studies
* Develop and define KPI's to drive business improvement
* Understand the business model and identify target improvement areas which would benefit from an analytical perspective
* Work with the Ops Analytics Manager to identify revenue growth and cost reduction opportunities

Your experience will include:

* Preferably educated in an analytical field like Mathematics, Statistics, Economics, Operational Research and interest in furthering career in Analytics
* Ability to analyse noisy data and create actionable insight in a contact centre environment
* Experience of writing and presenting analytical findings in a clear and easy to understand way
* Experience of identifying / developing analysis methodologies to address new data situations
* Experience and knowledge of call centre management tools like CMS/ Avaya is highly desirable
* Understanding and knowledge of Dialler strategies using filters and call pacing advantageous
* Usage of Speech Analytics in a contact centre environment desired
* Advanced user of Excel (pivot tables, vlookups, macros), Intermediate user of PowerPoint and Word
* Knowledge of using SQL, SAS, R preferred
* Able to work with stakeholders to understand critical issues and how analytics can support decision making
* Experience in developing and presenting strategic recommendations based on robust analytics to a senior audience
* Data governance including; ethical use and storage of data
* Strong stakeholder management - able to keep business partners fully informed of plans, progress, and make them aware of any issues / risks that need to be managed
* Able to take a strategic perspective and focus on critical issues
* Ability to multi-task and make decisions in highly dynamic situations
* This opportunity would suit a candidate with 2+ years call centre experience with some exposure to data analysis, planning and forecasting.

What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next:

Help us find out more about you by completing our short application process - click apply now.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check