Contact Centre Development Specialist (BI / BA)

Contact Centre Development Specialist (BI / BA)

Maidenhead or Glasgow (Permanent)

The Company:

A leading UK Telco company, based in the Berkshire area.

The Role:

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.

The role reports to the Head of Contact Centre Development and has no direct reports but works alongside another peer and 3 other Contact Centre Development Managers, so excellent communication and engagement skills are a must.

Experience:

• Experience within a Call or Contact Centre environment is essential
• BI / MI / BA experience - analysis of MI and providing recommendations on how services can be improved
• Experience in gathering data from 100,000 + lines
• Excel, SQL, SAS

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