Contact Centre Support Services Analyst Reporting to: Customer Service Manager Location: ...
Job Location : Upper Langwith, England, GB
Posted on : 2020-06-23
Job Description :
Contact Centre Support Services Analyst Apply Reporting to: Customer Service ManagerLocation: Shirebrook NG20Salary: £25k - £30k D.O.ERole Purpose:To identify improvements through analysis to support the evolution of the contact centre operation. Using data, customer and stakeholder feedback from a variety of sources, you will provide actionable analysis and recommendations to optimise contact centre performance and support delivery of any resulting projectsKey Responsibilities:• Compile and manipulate data, analyse results and provide actionable recommendations• Develop and maintain effective working relationships with internal and external stakeholders to identify areas for improvement within the Contact Centre and customer journey• Document current and proposed business processes, identifying gaps and opportunities for improvement• Identifying and recommending options for new/improved business processes and systems• Collaboration with our customer insight function, sharing and understanding insights that will drive improvements to both the customer journey and contact centre operation• Provide input to project documents from initiation stage through to implementation including completion of comprehensive project reporting packs• Identify issues, risks and opportunities through in-depth understanding of the business requirements and systems• Provide business analysis services to support the contact centre during the full lifecycle of any change initiative• Producing functional specifications for delivery on contact centre projects• Assist with supporting the implementation of any new processes/technology into the businessSkills & Experience Required:• Experience and understanding of contact centre operations• Strong organisational and analytical skills• Experience of supporting process improvement initiatives• Excellent communication skills• Advanced data manipulation using Excel and similar tools• Examples of deriving actionable insights from large and complex data sets• Examples of influencing stakeholders in decision-makingKey Behaviours required:• Excellent attention to detail and high level of accuracy regarding quality of own work and presentation is essential.• Organised with ability to multi-task, prioritise, work quickly and to tight deadlines.• Ability to work as part of a team in a collaborative and flexible way• Excellent communication and interpersonal skills and able to interact at all levels• High level of personal energy to drive projects to completion and sustain productivity• Ability to apply structured thinking to the resolution of problems in a creative environment.• Strength of character and maturity – able to stand ground when the situation demands, upholding quality processes and team standards• Able to present reasoned arguments in support of decisions and opinions considering commercial requirements.• Continuously and proactively improves the quality of service we deliver to all our customers, external, internal and business partners• Willingly takes the initiative and consistently does more than is required• Respects individual’s views and positively contributes to a learning environment in which individuals are supported and encouraged to excel• Continually asks what more could it be and inspires others to do likewise• Behaving consistently and with integrity at all times, realising everyone’s potential to get the best possible result and live the values