MI Analyst Swansea, Wales
Job description
Joining the Resource & Performance Management Team as a Management Information Analyst you will be responsible for producing management information and reports both on a routine and ad-hoc basis. The role will involve developing reports using current reporting systems i.e. SAP C4C, Business Objects, WFO, AWS and an advanced understanding of databases. You will be involved in delivering pro-active analysis to inform operational and strategic decisions, evaluating our SLA performance and identifying areas of underperformance, deviations and suggesting improvement opportunities. You will also help in the development and implementation of future reporting. Not only will you be required to produce routine and ad-hoc reporting for the UK operation, but you will have the opportunity to work alongside our European counterparts in assisting, implementing and managing newly introduced reporting avenues.
TUI Group is the world’s number one integrated tourism business. We continue to build a single customer facing team across our airline, contact centre, overseas and retail service teams that will deliver a consistent, contemporary service to every single customer. Joining us will not only provide opportunities for you to grow your career, but the benefits of being part of an exciting multi-cultural united team.
ABOUT THE JOB
As a Management Information Analyst:
You will be responsible for producing and developing MI/BI (Business Intelligence/Business Improvement) reports, analysing the information to identify and highlight deviations and improvement opportunities for the MI Team.
You will be able to produce explanatory commentary, insights and recommendations to produce improvement plans. You should be able to handle MI-related enquiries from other functions and provide ad-hoc analysis upon request from the wider business.
You will develop and maintain a consistent model, reporting analysis tools and methodologies. You will also support the development of KPI’s, performance metrics and target setting processes. You will design, implement and drive improvement in the reporting and analysis processes, whilst ensuring you’re engaged with relevant stakeholders.
You will support the Contact Centre with Real-Time monitoring of Service delivery to ensure that the best service is delivered for our customers. This responsibility is shared by all members of the team and covers the Contact Centre operational hours.
You will identify improvement opportunities and support the implementation of improvement plans across the wider business to ultimately reduce the impact of changes on the business and our customers.
The Swansea site is the Crisis centre for TUI meaning that when world events occur which impact TUI Customers, Swansea is set up to support this and sometimes may open 24/7 to bring Customers home. Working within R&PP, you will be required to support Swansea in Crisis situations.
ABOUT YOU
Strong analytical and reporting skills, experience in Dashboard design, Data visualization techniques and automation of data feeds
Capable of using all Microsoft office packages to a high-level of degree including in depth knowledge of Microsoft Access
Experienced user of SQL, VBA, VBS languages and ability to write complex Excel formulas
Understanding of database management (CRM, Contact Centre VOIP, and ACD Telephony)
Experience using Tableau or other visualisation tools
Experience in handling large data sets, combining data from multiple sources
Experience in large multisite / global organisations
Ability to effectively interact with and influence all stakeholders including front line operational teams
Excellent communication and interpersonal skills
HOME WORKING REQUIREMENTS
You will have a suitable space that allows you to work comfortably and away from general ‘home’ activities
You will be required to have a suitable broadband connection that has a download speed of at least 10 Mbps and an upload of at least 3 Mbps
ABOUT OUR OFFER
Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
Excellent rates with foreign exchange and discounts with retailers
Discovery day – time to spend working at a local charity or community
Pension scheme and life assurance
We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. Click here to find out more.
We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA
If you require any further information regarding this opportunity, please email [email protected]
