MI Analyst

Recruiter
Brakes
Location
Ashford
Posted
30 Sep 2017
Closes
02 Nov 2017
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
MI Analyst – Contact Centres
37.5hrs per week Mon-Fri.
Attractive Salary.
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:
  • Develop reports for use by our Contact Centres with a focus on resourcing and sales performance output measures.
  • Test and implement reporting to support management decisions.
  • Identify opportunity for process improvement to reduce risk
  • Production of KPI reporting that can be interpreted by a wide audience.
Required Skills and Experience:
  • Ability to extract, interpret and communicate Contact Centre performance metrics.
  • Demonstrable MS Access or 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.
Brakes UK uses a third party to undertake a number of checks. Any offer of employment made by Brakes UK would be conditional upon receiving a satisfactory; reference, identity document(s), basic DBS certificate and basic credit check.
This job was originally posted as www.totaljobs.com/job/76658961