Senior Business Analyst - Call Centres

EF Recruitment
London (Greater)
08 Apr 2018
14 May 2018
Contract Type
Full Time
Our client a major international software company is now seeking an experienced Senior Business Analyst with extensive knowledge of Call Centre telephony systems including PBX, IVR, CTI, Chat and various call routing solutions

Your mission is to improve customer experience, increase IVR self-service rate and increase agent productivity.


•Experience with SQL, Tableau, Business Objects, Qlikview, and R (open to someone with business intelligence software that translates to the ones we use)

•Experience with MS Office, particularly excel

·Strong knowledge of contact centre operations… Experience utilizing contact centre tools, metrics, and reporting to ensure optimal performance across multiple contact channels and agent groups.

Nice to have:

•Experience with Contact Centre forecasting models/methodology strongly preferred


•Bachelor’s degree or equivalent experience required


•Monitor contact centre queues, customer wait times and service level performance, and operational trends (call volumes, call patterns, and staff productivity)

•Partner with Care delivery teams to balance intraday performance across multiple queues,through proactive skill changes and resource adjustments

•Process agent onboarding and tool requests to ensure new contact centre agents have the appropriate resources to meet customer needs

•Manage customer messaging within IVRs, web sites, and tool during incidents

•Create reporting utilities, management reports, spreadsheet models and ad-hoc queries to support business analysis

•Partner with Care delivery teams to provide operational insights, ensure understanding of service level management objectives, and provide recommendations on improvement plans

•Ensure that data is visualized and presented in clear way

•Data driven…Uses methodologies, metrics, and analysis to assess and improve experiences.

This is a 12 month contract . Superb offices in central London. Casual dress code

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