THE COMPANY
Working with an instantly recognisable successful company we are currently looking to identify and secure a capable individual to ensure Management Information reports are produced and distributed in a timely and accurate manner. The jobholder will ensure that any obstacles preventing the production of MI reports are managed ensuring any impact to customers is mitigated and will also need to the quality of information in the reports is accurate and all parties understand exactly what the metrics are made up of.
THE ROLE
Specific requirements of the role include;
· The delivery to the business of timely and accurate management information to all levels of management and other areas of the business
· Production of reports that present management information in a manner most appropriate to its user.
· Educate and explain KPI’s and call centre statistics and dynamics to all levels of staff
· Analysis of contact centre performance and suggested solutions or required changes.
· Develop systems and methodologies, which drive efficiency without the need for intensive workload management.
· Drive Automation of reporting solution and drive changes to operational processes which negatively impact on reporting
· Minimise the need for manual data manipulation.
· Understand call drivers and systems, identify issues, drive solutions
· Collate user requirements and challenge the validity of the measures being requested
· Ensure Reports are built with a balanced approach and a hierarchy of KPI’s versus measures
· Key efficiency measures such as Average Handle Time and Calls per FTE should show continued improvements each quarter as measures to improve efficiency are identified and executed
PERSON SPECIFICATION
· MI Analyst experience essential.
· Experience using ACD technology.
· User requirements specification and report design experience in a call centre environment
· High level of technical expertise in SQL and Database management
· Reporting process automation experience
· Process Implementation or change management skills
SALARY DETAILS
£23,000 + bonus & benefits
PROCESS & TIMEFRAMES
To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; ianp@callcentreassociates.co.uk
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Pollington