MI Analyst

Working within the Resource Planning Team, you will be responsible for collating and analysing data from a variety of sources to understand – and communicate to the business – reasons for deviation from forecast, as well as identify and report commercial trends

Accountabilities

  • Creation and update of reporting scorecards & dashboards to summarise commercial and Telephony performance, from CR level up to Retail business overall, on a daily, weekly or monthly basis as required
  • Engage with key stakeholders around the business to understand MI requirements, and design and build appropriate solutions to deliver

Skills required

  • Excellent knowledge / proven experience of using SQL and VBA
  • Strong analytical skills and ability to apply those real-time
  • Proficiency in Microsoft Office Applications including Word & Excel and other relevant software
  • Ability to operate effectively in a team environment
  • Excellent problem solving and decision-making skills
  • Ability to prepare and present MI in a clear and concise manner
  • Excellent oral and written communication skills and interpersonal skills
  • Dependability regarding completion of assignments and attendance

Knowledge & Experience

  • A minimum of 2 years of experience in a similar discipline
  • High school diploma or equivalent; 2 years of college preferred
  • Minimum of 1 years’ experience working in Workforce Operations in a Customer Care and/or BPO operation, with Team leader interaction.
  • Two years’ experience working with call centre reporting and metrics required.
  • One year prior experience working with workforce management technologies, ideally Teleopti and Serenova or other cloud based solutions
This post has expired. If you would like to be considered for future roles, please email recruitment@addisonlee.com.