Contact Centre Analyst
Full job description
Intro Personnel
Salary: £42,000 per year
This exciting position will play a crucial role in helping deliver core operational processes by overseeing our clients’ Contact Centre workload both in the present and future.
CONTACT CENTRE ANALYST
CREWE
MONDAY TO FRIDAY – FULL TIME HOURS
PERMANENT
UP TO £35K DOE
THE ROLE
* Gathering and providing data-driven insights along with a strong understanding of client behaviours to support strategic decisions
* Advising on recruitment requirements based on planning/forecasts
* Analysis of call rates, service levels, call handling times and efficiencies
* Overseeing effective management of Contact Centre workload to ensure clients’ expectations are exceeded and to maximise team performance
* Use of data analysis tools such as MS Excel
WHAT WE ARE LOOKING FOR
* Experience of using contact centre solutions and databases such as Avaya, Nice or Calabrio
* Experience of analysing large data sets to spot trends and providing data-led insights and solutions, including workforce planning
* Knowledge and understanding of a contact centre environment and operations
* Core office and administrative skills
Applicants should have access to their own transport as it is not possible to reach our clients’ site via public transport.
Due to the expected high number of applicants for the Contact Centre Analyst role, we regret that it may not be possible to respond to all unsuccessful applications.
For a full list of Intro Personnel’s vacancies in Stoke On Trent, Newcastle Under Lyme and Staffordshire, please visit Intro Personnel’s website and follow us on Facebook and Twitter.
To apply for this job please visit definitejobs.co.uk.