MI Analyst

£30000 - £35000 per annum
10 Oct 2016
19 Oct 2016
Contract Type
Company Description PACT are delighted to be supporting one of Europe's leading organisations operating across more than 30 countries. The client employs over 10,000 servicing more than 70 million customers each year. The result of this continued growth is that they need YOU So read on if you are a MI Analyst with experience If you are not, then check out our other jobs here (pactrecruit.com/jobs) - we are also looking for people in other MI positions Job Description The biggest growth area for our client is within their Customer Services department and with that growth comes the need for a new MI Analyst which is where you come in. This business continues to lead the way as an industry leader within their respected field and there is a huge opportunity for someone joining the business to further your career and have a real impact in developing and owning this new role. We're looking to recruit a high calibre MI Analyst to be the 'custodian' of the contact centre data and to drive insight from it through MI and measurement, making a difference to the business. Reporting to the MI Manager, this is a crucial role within the Customer Services team. What the job is: As MI Analyst, you'll be creating and maintaining MI, incorporating business intelligence and database information gathered from scheduling, marketing, finance, country managers and other sources. You'll manage, coordinate and influence delivery from Partner Planning/MI teams not necessarily within your own sphere of influence, to ensure Contact Centre KPI's are delivered and SLA's met. The role will also include senior stakeholder reporting. Qualifications Is this the job for you? You will be a MI Analyst or a Data Analyst and have done a MI Analyst role for at least two years ideally within a Contact Centre environment (extra points if you have experience in using providing commentary and driving insight being able to tell a story as to what the data is saying) and have been great at it and all that being a MI Analyst involves - if it needs explaining then this is probably not for you. Some bullet points about you: Ideally 1-2 years' experience in a Contact Centre Operations environment Ability to explain key call centre KPI and MI Ability to work under pressure; able to manage multiple tasks and changing demands with minimum supervision The ability to consolidate and interpret data into meaningful insight Highly numerate with strength in accuracy & attention to detail in a high output & speed environment Highly developed analytical and problem solving skills - demonstrating thought leadership Excellent PC skills, including advanced knowledge of SQL, VBA, Microsoft Excel, PowerPoint, Word, Access and Project Strong interpersonal skills to develop and nurture shared ownership in process/project and business goals Additional Information How to Apply? If all of this sounds like you then click on the apply button or if you want to learn more before that then call the office on 0203 865 4549 and ask for John who will answer any questions that you might have This job was originally posted as www.totaljobs.com/job/66841935