MI Analyst

30 Sep 2017
03 Nov 2017
Contract Type
Full Time
MI Analyst – Contact Centres
37.5hrs per week Mon-Fri.

The Brakes Contact Centres MI Team provides insight into the customer experience delivered by our UK Contact Centres .You will be working in an exciting fast paced environment with huge sets of rich data and across different systems. This role will bring best practice to a key function leading a wide range of initiatives. This is a challenging position where you will be an integral part of a thought leading and innovative team.

Typical responsibilities include:
Required Skills and Experience:
  • Ability to extract, interpret and communicate Contact Centre performance metrics.
  • Demonstrable MS Excel experience to at least intermediate/advanced level, preferably with 2013. Comfortable with charts, slicers, pivot tables and analytical functions.
  • Experienced in using databases.
  • Confident communicator who enjoys interacting with people - this role will include some presentation tasks.
Desirable Skills and Experience
  • Experience with a workforce management solution within a call centre environment – for example Verint WFO , Teleopti or Genesys
  • Experience with Avaya or other telephony system
  • Microsoft Access.
  • Project Management
  • Experience with VBA / Macros.
  • SAP / BW experience.
  • In addition to your technical aptitude, you will have a positive and willing attitude, along with an ability to learn quickly. This is not an administrative position – you will have creative ideas, vision and ambition in abundance.

This job was originally posted as www.totaljobs.com/job/76042071