BI Analyst (Contact Centre)

BI Analyst (Contact Centre) - Permanent - Berkshire

• BI Analyst/Business Analyst qualities
• Advanced Excel
• SQL and SAS

A leading Telecommunications company is looking for a BI Analyst, who has experience working within a Contact Centre, to join their team on a permanent basis. This is a fantastic opportunity to work for a great company during an exciting period of change.

You will be responsible for taking complex data sets (100,000's lines) from multiple data sources and translating the information into actionable intel for the Contact Centre management team to improve customer experience.

You will be data mining to find areas for improvement both in Operations and Customer Experience, for example, monitoring channel performance online versus retail for certain campaigns.

You will be tasked with identifying and analysing areas of opportunities that can become high impact initiatives to continuously improve the standard of service from the Contact Centres. The aim to improve customer experience, employee experience or cost structure and help deliver on the 5 year channel strategy.

You will provide the Contact Centre Development Team with timely, accurate and actionable insight based on qualitative and quantitative assessment of data and customer feedback. The insight should enable creation of plans, production of business cases and assessing the financial and customer benefit of making transformational changes.

Project People is acting as an Employment Agency in relation to this vacancy.