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Job Details

MI Data Analyst

Yorkshire Rotherham United Kingdom, S60 1 Permanent

Posted: 13 hours ago

Description:

Location: Rotherham, Barnsley
Salary: 28,000-30,000
Posted: 24 Nov 2021
Closes: 1 Dec 2021
Job Type: Full Time and Permanent
Business Unit: UK Central Government Services
Region / Division: UK & Ireland
Reference: 10965

Role Responsibility:

MI Data Analyst

£28,000-£30,000 per annum

40 hours per week, Monday-Friday

Rotherham S63 7ER ( A hybrid of site and work from home required)

Our G4S Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients. We have experienced rapid growth and are now a team of over 400 people who spend their day helping people.

Job outline: Effectively and proactively generate all reports required for the Contact Centre delivery of 'Package A' contract. Support client requests for data and respond to any requests for ad-hoc reports. Actively look for trending issues that help tell the 'data-story' of the varied helplines issues. Promote a culture of good data capture and system adherence whilst also working alongside the management team to identify trends.

What's involved:

To ensure that all operational reports are accurate and are delivered to the client as per all contractual Service Level Agreements (SLA's).
Attend either monthly/quarterly meetings with the client and be prepared to present analytical products and findings via PowerPoint.
Compile data around quality and performance on a monthly/quarterly basis for the operational managers to add the according commentary.
Create/Add value for the client and for G4S by working closely with the operational management team to highlight any inefficient processes, and make recommendations to improve quality and service that enable commercial and customer benefits.
Interpret and analyse data in Power BI provided by third parties and assess any impact that this may have on the contracts.
To develop and build monthly insight reports that can demonstrate any factors that have drive variances to forecasts.
Proactively search for service improvements via identifying opportunities in the data and communicating these to the Planning and Forecasting Manager.
Work partly onsite to be able to identify and respond to any issues relevant to the data that may impair operational performance.
Interpret and analyse all contact centre type data to provide insight into the customer journey.
Interpret and action AD HOC requests for information made by the client and the Operational Management Team.
To manage relationships with internal stakeholders and customers, ensuring full life-cycle delivery of analytical products and tools, including from third parties.
Manage the scope, build and delivery of VBA based CRM products that improve efficiencies in contact centre operations. Liaise with Data Analyst DWP.
Provide automation assurance and governance for existing client performance.

The Ideal Candidate:

Essential:

Advanced Excel experience, including preferably VBA.
A proven ability to transfer raw data into workable reports and tools.
Experience in communicating data in a simplified manner to support performance and contractual goals.
Excellent written and visual presentation skills.
Experience in using Power BI.
Motivating, driving, accountable and responsible for own performance and actions
Problem solving
Decision making
Strong written and verbal communication skills.
Good working knowledge of GDPR and Data Security.

Desirable:

Previously worked in or alongside contact centre operations.
Understanding of customer service standards.
Knowledge of SQL.
Experience in CRM management and report generation.

G4S are an equal opportunities employer and holders of the Disability Confident Employer status.

Job Details

1410032404
Full Time
Rotherham, Yorkshire, United Kingdom
Permanent