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.
Your Role
As a Senior MI Analyst, you will be a key interface with the Operational Leadership teams, responsible for driving and supporting the creation of optimized quality reporting aligned with all operational metrics and KPIs. You will influence senior stakeholders on auditing and quality reporting activities, providing expert knowledge on quality and voice analytics best practices, and planning improvement opportunities. You will ensure managers are supported in reviewing data related to auditing and quality performance. Your responsibilities include optimising the use of Interaction Analytics and NICE Quality Central, and balancing customer care, cost, and colleague engagement.
Additionally, you will lead and develop a team of Junior Analysts, identify improvements in dashboards, processes, forms, and reporting for Quality systems, and manage the day-to-day utilisation of the System, including optimisation, change management, and training. You will also oversee the production of daily, weekly, and monthly reports related to quality and linguistic analytics and contribute to the wider IT cycle, representing the Systems and Analytics team.
About You
To excel in this role, you should have substantial experience in analytics within a contact centre environment, proficiency in SQL, Power BI, VBA, MS Excel, and data visualisation, and a strong background in turning data into actionable insights. You should be aware of voice analytics methodologies and data visualisation techniques, possess excellent communication skills with a flair for storytelling, and have knowledge and experience with Quality Management systems (preferably NICE CXOne). Preferred qualifications include experience as a Senior Data Analyst, Analytics Engineer, or similar in a fast-paced environment, experience with change management, experience in collecting, processing, and analysing large datasets, and expertise in data visualisation best practices.
Some Bullet Points About You
- Substantial experience in analytics within a contact centre environment
- Proficiency in SQL, Power BI, VBA, MS Excel
- Strong background in turning data into actionable insights
- Awareness of voice analytics methodologies
- Excellent communication skills with a flair for storytelling
- Knowledge and experience with Quality Management systems (preferably NICE CXOne)
- Advanced PC and MS Office skills
Capabilities
To succeed in this role, you should have excellent analytical ability and proven experience in identifying quality trends to make improvement recommendations. You should be able to reference and implement contact industry best practices, have a proactive outlook on feedback, and complete tasks with attention to detail and accuracy. Creative thinking, a right-first-time attitude, planning, analytical thinking, problem-solving skills, and persuasiveness are essential.
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!