Business Intelligence Analyst Grade B1

OverviewThe role of the Business Intelligence Analyst is to provide support to our Lead Developers with data, reporting and insight that supports robust resource planning and effective performance management within the Operation. This support to the operational team will be driven through the production of bespoke data, insight and analysis. This insight, delivered to senior stakeholders, will be used to improve forecasting, eliminate process inefficiencies and maximise the output and success of the planning and operational teams. Daily and weekly reporting at a client/site level on operational performance includes call queue performance, staffing and adherence performance, shrinkage and absence analysis, Early Life and Glide Path performance, and agent KPIs and insights such as AHT, Resolve Rate, Transfer Rate, NPS, Quality Measures, and other client-specific measures.

Key Responsibilities and Accountabilities

Deliver insight on current and historic performance

Deliver insight on planning effectiveness and performance efficiency

Maintain and develop internal reports, databases and data structures to ensure they are fit for purpose

Maintain and develop internal planning tools in Excel and other formats

Deliver new reporting through PowerBI as part of TP’s global strategy

Work closely with operational teams to ensure plans are well defined, clearly communicated and executed

Conduct ad-hoc analysis on performance variance and improvements to planned forecasts or schedules

Develop and improve the presentation, relevance and effectiveness of agreed operational KPI’s

Provide analytical support for WFM, Best Practice and Operations

Administration keeping all system information accurately updated

Ensure presentations are fit for purpose and the audience

Manage the collation of effectiveness measures across Planning and Service Delivery

Steer as part of the wider team our direction and priorities

Main Job Requirements And Required Skills

Understanding of SQL / MS SQL query building and data management

Strong Excel skills including VBA preferable

Business Objects, Azure, PowerBI experience or similar desirable

Strong analytical and data mining skills

Previous experience of data analysis and/or reporting within a call center environment

Excellent knowledge of Microsoft applications, especially Excel and PowerPoint

The ability to create complex reporting models

The ability to work under pressure to tight deadlines

A proven attention to detail

Commercial awareness and customer focus

Who are we?We are experts in people interactions, and this gives us the edge in delivering superior customer experience in every contact. We constantly invest in research and development and get a deeper understanding of customer’s thoughts, behaviours and needs, across different countries, industries, channels, and generations. Our knowledge, technology, and market expertise, built through years of experience, allow us to successfully provide unique interactions all over the world.

What We Offer

Comprehensive initial training

Recognition schemes

Ongoing coaching and development and genuine opportunities to develop your career with the company’s management programmes

Discounts on top retail brands

28 days’ holiday inclusive of bank holidays, rising to 30 from year 2

Pension Scheme

Sports and Social Scheme

Refer a friend and Earn scheme – Up to £900 for each individual referred

Discounted holidays, flights and hotels

Discounted utility bills

Discounted cinema tickets

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