MI Analyst

Recruiter
Adecco Corporate/Retail
Location
Knowsley
Posted
06 Dec 2018
Closes
18 Jan 2019
Contract Type
Permanent
Hours
Full Time
MI Analyst

Lead by example as part of a highly skilled analyst team. Utilising raw data sources to provide detailed insight to account and agent performance, using different methods of analysing data, ensuring that the detail can be interpreted and fully understood by the audience.

Responsible for ensuring the maintenance and administration of the STORM platform. Ensuring all relevant updates are completed in a timely manner and understanding the financial implications of failing to deliver on these processes.

Working with the business to understand CCaaS / STORM requirements to deliver on the Contact Centre processes for telephony setup and report delivery.

Responsible for the delivery of tasks of account product menu and ad hoc activities requested via OWL/other means of communication (ROD), ensuring reflective AHT’s are updated accordingly, stakeholders are informed on a regular basis, and workload is effectively managed as not to impact on delivery of other activities required in the business.

Pro-actively engage with key stakeholders and the wider business to understand their MI requirements, and make recommendations to help deliver on operational and customer targets

Working as part of a team, share best practice and knowledge to ensure a wide coverage of skills across OST

Support with business process to deliver adequate reporting needs.

Working with key stakeholder to push through change and transformation of new systems, including applications and existing / new telephony and WFM solutions.

Maintain and accurately report on time utilisation to ensure that the team is correctly sized to support the business in BAU and growth.

Ability to work in a dynamic environment which will require the individual to work as part of a team as well as on an individual basis

Production of BAU reports, with 100% accuracy and quality checking.

Working on an individual level will require on call support with potential travel to other sites.

Key Responsibilities

* Completion of OWLs within the 48hrs Service Level.
* Liaises effectively with colleagues to ensure the Outperform Solutions team deliverables are achieved.
* Assist in delivering and monitoring contact centre performance through the provision of Service Delivery and intraday processes, in support of delivery of the Contact Centres’ Service Levels and KPI's
* Production of BAU reports with 100% accuracy, quality checking offering full support to the team
* Owns and produces a suite of BAU reports, with 100% accuracy, quality checking offering full support to the team.
* Production of ad-hoc requests.
* Ensure that all security / Data Protection rules are followed.
* Maintenance of all Mailboxes within timescales and agreed guidelines.
* Raise and manage CCD incidents, Database Administration and deal with Telephony Issues
* Development of BAU reporting with user guides.
* Production of capacity management information (desking report) per site / contract.
* Ensure reports meet requirements and they add value. Make recommendations to help improve performance.
* Ability to manage own workload, prioritise and proactively set expectations to key Stakeholders
* Database maintenance as required
* Make improvements to reports and performance through automation and share best practices.
* Demonstrate understanding of Contract measures i.e. Outcomes, Service Levels and KPI's
* Assist ODM in delivering MI for R&R.
* Ability to communicate with most levels of internal management & analysts, Client and Serco Operations on a professional level.
* Support managers surrounding overtime pay disputes, to identify and rectify any issues.
* Report on operational processes and resource utilisation to help achieve required service levels.
* Assist with the development of new and existing Systems.
* Contribution to the on-going development of the Outperform Solutions team, ensuring best practice is followed.
* Assist all areas in the resolution of major incidents to ensure that the operational impacts are as minimal as possible.
* Be an ambassador for Outperform Solutions Team
* To become “Trusted Partner” of Operational Managers and other work-stream areas both when called upon and in a proactive manner.
* Build relationships with senior management, clients and own teams, to the highest standards of integrity and professionalism.
* Active contribution to the regular meeting cycle with operational managers to ensure needs are being met and anticipated.
* Be proactive in highlighting opportunities to improve performance in all areas of the Operation – reduce costs, improve service levels.
* Ensuring that Outperform Solutions team maximises value added to our client and internal customers through best practice analysis, decision support and effective communication.
* Utilise relationships and communication skills to help "sell" Outperform Solutions.

* Ability to create new Systems / Tools with relevant documentation. Ensuring all security / Data Protection rules are adhered to.
* Ability to manage workloads, prioritise and proactively set expectations to key Stakeholders.

* Active contribution to the regular meeting cycle with operational managers to ensure needs are being met and anticipated.
* Be proactive in highlighting opportunities to improve performance in all areas of the Operation – reduce costs, improve service levels.
* Ensuring that Outperform Solutions team maximises value added to our client and internal customers through best practice analysis, decision support and effective communication.
* Utilise relationships and communication skills to help "sell" Outperform Solutions.

* Ability to create new Systems / Tools with relevant documentation. Ensuring all security / Data Protection rules are adhered to.
* Ability to manage workloads, prioritise and proactively set expectations to key Stakeholders.

Essential

* Ability to manage workloads, prioritise and proactively set expectations to key Stakeholders.
* Analytical thinking and the ability to provide cost effective and value add recommendations.
* Excellent Communication and Organisational skills.
* Understanding of Business Processes and Contact Centre metrics.
* Good Microsoft Office skills, particularly Microsoft Excel.
* Good knowledge of Relational databases using Microsoft Access and SQL Server.
* Good knowledge in the use of Visual Basic for Applications
* Knowledge of STORM ACD (preferred)

*Please note that due to the high volume of applications we will receive it will only be possible for us to contact those applicants who have been successful. If you don’t hear from us within 14 days of your application then you have not been successful on this occasion.

Adecco is an equal opportunities employer

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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