MI & Planning Analyst
We are looking to recruit a MI Planning Analyst for a Contact Centre based in Newcastle. The purpose of the role is to ssupport the Senior Planning MI analyst in ensuring that timely and accurate MI is produced to support the short and long term modelling of the Customer Service Centre, and to deliver fast, easy to use, accurate and continually improving MI to the wider Customer Services function to support business owners in driving operational performance.
Key Skills required for this role:
Relevant experience in using, configuring and reporting from contact centre workforce management and call management software - Blue Pumpkin and Avaya CMS would be desirable.
Relevant experience in producing short and long term contact centre resource plans, with associated MI, commentary and trend analysis for a multi-skilled, inbound and outbound service centre.
Experience and understanding of contact centre call routing, planning and shrinkage methodologies and experience in applying them to drive efficiency and performance.
Experience of producing wider performance information in a large, complex and multidisciplinary environment in a timely and accurate manor with meaningful commentary.
Experience of producing accurate, timely reporting with meaningful analytical commentary.
Experience in relevant data extraction and manipulation tools and techniques including: Advanced Excel, VBA, SQL, and Crystal.
This is a full time permanent role, salary is between £22000 - £25000.
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