My Client is a leading provider across the UK managing over 4.5 million calls a year, catering to 9 million customers across the Midlands and South East. Their goal is to be the best employer and provider of services in the country, consistently delivering high-quality customer care and excellent performance. As a result of their continued growth, they have launched a brand new Analytics team with several key Data, MI, and Reporting roles available.
Job Summary
My Client is excited to announce the creation of a new role within their Analytics team. As an MI Analyst, you will play a crucial part in driving cultural and transformational change. This role emphasises performance management, business intelligence insight, and continuous service improvement. You will provide analytical support to the team, optimising customer service and becoming a subject matter expert in problem and incident resolution.
Your Role
As an MI Analyst, you will support the Operational Leadership teams, focusing on improving workforce and telephony reporting and analytics. You will help optimise the use of Workforce Management systems, ensuring that key elements of customer care, cost, and colleague engagement are balanced. You will be responsible for deploying improvements in dashboards, processes, forms, and reporting for the WFM systems. Your role will also involve the day-to-day utilisation of the NICE IEX WFM, including optimisation, change management, and training. Additionally, you will produce and standardise daily, weekly, and monthly reports related to quality and interaction analytics.
About You
To excel in this role, you should possess strong problem-solving and analytical skills with a high degree of analytical rigor. A working knowledge of SQL, Power BI, VBA, and MS Excel is essential, along with an understanding of voice analytics methodologies and quality management. You should have good communication skills, with the ability to tell captivating and inspiring stories through data. Drive and self-motivation, along with advanced PC and MS Office skills, are crucial. Preferred qualifications include knowledge and experience with Workforce Management systems (especially NICE IEX WFM) and Telephony Management systems (especially NICE CXOne) and experience with change management models. You should also have experience in collecting, processing, and analysing large datasets to drive decisions and enhance quality.
Some Bullet Points About You
- Good problem-solving and analytical skills
- Working knowledge of SQL, Power BI, VBA, and MS Excel
- Understanding of voice analytics methodologies and quality management
- Awareness of data visualization techniques
- Strong communication skills, with a flair for storytelling that captivates and inspires
- Drive and self-motivation
How to Apply?
If all of this sounds like you then click on the apply button or if you want to learn more before that then contact us and make it for the attention of John who will answer any questions that you might have!