Data Analyst, MI Analyst

Job Description:

  • Produce daily, weekly and monthly management information reports and dashboards
  • Analyse operational performance across SLAs, KPIs, service levels, volumes, quality and customer outcomes
  • Create and maintain reporting packs for operational and client governance meetings
  • Validate data accuracy, investigate anomalies and support data quality improvements
  • Identify trends, risks and opportunities through analysis and performance reporting
  • Provide insight and recommendations to operational stakeholders
  • Support ad hoc reporting requests and urgent business intelligence requirements
  • Collaborate with Operations, Workforce Planning, Quality and Continuous Improvement teams
  • Develop and improve reporting solutions, dashboards and MI processes

Requirements:

  • Previous experience in a Data Analyst, MI Analyst, Reporting Analyst or similar analytical role
  • Experience producing management information and operational reporting
  • Advanced Excel skills, including data manipulation, validation and analysis
  • Experience creating dashboards, reports and performance packs
  • Strong analytical skills and ability to interpret data and present findings clearly
  • Understanding of operational performance measures, KPIs and service metrics
  • Strong attention to detail and commitment to data accuracy
  • Ability to manage multiple priorities and work to tight deadlines
  • Excellent communication skills with ability to explain complex information to non-technical stakeholders
  • Desirable: experience using Power BI or similar data visualisation tools
  • Desirable: SQL knowledge or experience querying data sources
  • Desirable: exposure to Snowflake or other cloud-based data platforms
  • Desirable: experience in contact centre, customer service, outsourced services or operational environments
  • Desirable: experience in public sector or regulated industries
  • Desirable: knowledge of workforce management or customer contact technologies

Benefits:

  • 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
  • Paid day out of the office for volunteering
  • Auto-enrolment to company pension
  • Life assurance
  • Cycle2work scheme
  • 15 weeks’ fully paid maternity, adoption and shared parental leave
  • Two weeks’ paternity pay
  • Voluntary lifestyle benefits including retail, socialising, health & wellbeing, travel and technology discounts
  • Employee Network Groups
  • Career development and learning opportunities
  • Inclusive, barrier-free recruitment process and workplace adjustments
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