Resourcing and Insight Analyst Walsall, England
Job description
About The Role
RAC have an exciting opportunity for a Resourcing and Insight Analyst to join our team in Bescot on a Full time Permanent Basis.As a Resourcing and Insight Analyst you will be the central pillar in delivering analysis and insight support, providing accurate timely MI & BI, and proactively understanding various reporting tools to ensure data produced is meaningful.
Understanding, interpreting, and analysing contact centre channel volumes and KPI’s to ensure the teams are resourced to deliver world class performance will be a pivotal part of your responsibility.
General hours of work will be Monday to Friday between 9am to 5pm. Occasional work outside of these hours may be requested based on business requirements with suitable levels of notice.
Location; Bescot, Walsall.
Salary; £26-£28,000 depending on experience.
Key Accountabilities:
- Deliver best practice customer & operational insight service through database analytics, and primary & secondary research.
- To develop and implement an approach to planning which measures efficiency and effectiveness, channel utilisation, and forward channel shift to ensure the centre is resourced accurately.
- To establish performance reporting processes in support of all channels which enable us to understand customer behaviour and adapt the customer insight, and resourcing model.
- To establish great working relationships with external and internal customers.
- To create and maintain a production and workflow process which supports all stakeholders.
- Continually review reporting methods and work with the customer to build intelligent/real time reporting suite.
- Analyse real time/ad hoc and monthly data to provide substantiated calls to action, document and track improvements on all actions raised.
- Understand reporting tools in use across RAC, share best practice and implement any relevant systems to the benefit of the customer.
What we are looking for:
- Extensive data mining skills: able to interrogate data and draw intelligence/insight to inform business decisions.
- Good understanding of customer lifecycle management/automotive.
- Capable of managing their own tasks as well as others.
- Team player, willing to “get stuck in” and find solutions.
- Experience of driving customer insight from a range of sources.
- Experience of managing high profile commercial KPIs in high pressure environments.
- Creative & analytic mind with a high degree of commercial acumen.
- Knowledge of multi-channel contact centre environment and how to resource to deliver and recommend world class response times.
- Ability to deliver high quality results at pace in high pressure environments.
Preferred: degree plus knowledge of resourcing and analysis tools Power BI/SQL
