MI Analyst
What you will be doing...
Key Responsibilities will include: Reporting to the Customer Contact MI Manager, we are looking for an MI Analyst to join our MI Team where you will be working with the operation to provide management information across the all areas of the contact centre and support reporting to overseas and flight crewing operations in a timely manner. This role is available on a secondment basis to cover leave up to April 2027. What will you do in the role? In this role, you will be responsible for- Providing insightful management information and analysis across all areas of the contact centre
- Track and produce reports for agent performance, along with commentary for senior leadership
- Help to define, build and implement effective methodologies
- Make considered recommendations for improvements and provide data and insight to support decision making
- Produce ad hoc reports to support the operation
- Support quality control and audit processes
- A suitable quiet working space
- High-Speed broadband connection
- A comfortable chair as you will be sat down at your desk for long periods of time
- A highly analytical nature and have strong problem solving skills
- Honed collaboration skills
- Strong contact centre background and experience of contact centre/high volume metrics
- The ability to communicate to all levels up to and including CEO
- Proven tack record in data analytics
- The ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritise responsibilities
- Advanced Excel skills, SQL, Python and Tableau experience would be advantageous along with experience of Work Force Management systems.