Contact Development Specialist

Business Analyst / BI Analyst - Contact Development Specialist

Exciting permanent opportunity with my client (A leading telecoms organisation). Based from either their office in Glasgow or Maidenhead.

The Contact Centre Development Specialist role delivers real time insight to the contact centre delivery team enabling the creation and execution of longer term business cases. You will be responsible for assessing the financial and customer benefit of making transformational changes. So strong influencing and relationship skills are essential

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.

Candidates must be able to demonstrate:

* Previous BI/Business Analytical experience in a contact centre operations environment

* Excel, SQL & SAS experience

* Data Mining experience to improve operation performance of contact centres

*Ability to rationalise complex data and translate it into a usable "story" for non-technical managers.

To apply for this position please send an updated CV to chris.small@projectpeople.com

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