BI Analyst (Contact Centre Operation)

Fantastic Permanent Opportunity open for a BI Analyst (Contact Centre Operations) with advanced Tech skills in Excel, SQL and SAS to come on-board and work for a Reputable and Vibrant Telecommunications company based in Glasgow, Scotland. Competitive salary on offer as well as benefits.

Key experience:

BI Analyst / Business Analyst

The candidate is 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.

(e.g. you may analyse network fault call stats to ascertain where customer pain points are i.e. is it a device issue or geographical issue, and make recommendations to the business on action required)

You will be data mining to find areas for improvement both in operations and customer experience. E.g. monitoring channel performance online vs retail for certain campaigns.

You will be able to rationalise complex data and translate it into a usable "story" for non-technical managers.

Tech Skills:

• Excel
• SQL
• SAS

Responsibilities:

The Contact Centre Insight Executive is tasked with identifying and analysing areas of opportunities that can become high impact initiatives to continuously improve the standard of service from our contact centres.

The dimensions are across large scale improvements to our customer experience, employee experience or cost structure and help deliver on the 5 year channel strategy.

The role provides 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.