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Systems Analyst (Channel Operations)

Job Title: Systems Analyst (Channel Operations)
Contract Type: Permanent
Location: Maidenhead, Berkshire
Industry:
Salary: Negotiable
Start Date: ASAP
REF: Ja - SA - 01_1497460763
Contact Name: John Anakwenze
Contact Email: john.anakwenze@projectpeople.com
Job Published: 11 days ago

Job Description

I currently have an excellent Permanent opportunity open for a System Analyst/Data Analyst (Channel Operations) with Contact Centre background and advanced Excel skills to come on-board and work for a reputable and vibrant Telecommunications company based in Maidenhead. This will be a Permanent position with a very competitive salary on offer as well as benefits.

Role Purpose:

My client is looking for a Data Analyst or System Performance Analyst, who can support the Contact Centre channel with reporting and data analysis primarily of the dialler system (Genesys) they use in their call centres.

Reporting into a Head of Channel Operations, you will be supporting 3 Incident and Operations managers, in identifying key performance issues from all the system data, and offering general support in anything system related.

For example: You may be required to analyse the number of successful calls the contact centre makes with customers across timeslots and demographics, and from this data suggest targeted calling between 5pm-7pm and other demographics at other times, based on success rates of calls to date.

OR

They may be asked to work with the Contact Centre management team to offer system support during a major product launch or seasonal campaign to ensure the business captures the data it requires to report on campaign success. You may be asked to support training on new processes for the CC team in line with system requirements.

Key experience:

  • Advanced Excel
  • SQL querying
  • SAS - very nice to have

Key Background:

Data Analyst or Performance Analyst or System Analyst

Contact Centre or Call Centre experience/understanding

Excellent communication skills - engaging, able to have difficult conversations, able to influence and implement change, able to make sensible recommendations to line management based on analysis of data.

Reporting to a "Head of", so needs to be self-sufficient and confident.

Able to articulate their processes and thought process (not just solutionise).

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