MI Data Analyst / Real Time Analyst

Vacancy posted: Thursday, 15 September 2016

Salary: 20,000 - 25,000 DOE
Location: Blairgowrie

Our client seeks an experienced MI Data Analyst / Real Time Analyst on a full time basis. The role will be based in their Contact Centre in Blairgowrie, Perthshire. 

Your role will be to design, create, maintain, and produce management information / KPI’s to monitor business performance. In addition, manage and monitor real time telephony metrics and produce reports to support KPI’s

Key Accountabilities:

MI Data Analyst Accountabilities

  • Providing MI and analysis of the customer service centre business performance to internal and external customers to enable effective performance management, decisions and support the running of the business.
  • To produce commentary to support management information reports paying attention to
    trends and patterns observed, especially linked to areas of importance for the business.
  • Maintaining a detailed knowledge of the data sources available to the MI Team, and how it is appropriate to use them.
  • Ensuring existing MI reports are kept up to date and efficient.
  • Following team processes and standards to ensure MI produced is of the highest possible quality. Suggesting improvements to team processes when these are identified.
  • Developing positive relationships with customers and suppliers of the MI Team
  • Keeping up to date with changes and ensuring the impact on MI is understood, planned for and acted upon.

Real Time Analyst Accountabilities

  • Reset skill priorities at the start of every business day and change skill priorities. 
  • Monitor and take action on customer telephone call Que’s
  • Manage call abandoned rates and take corrective action. 
  • Manage real time and report on operational service levels.
  • Produce daily telephony dashboard and reports. 
  • Plan and manage off-phone activities following agreed procedures and processes. 
  • Work with team leads to smooth unplanned absence or best utilisation of periods of availability. 

Key Skills

  • Experience of MI producing technologies - Excel, Access and ideally Business Objects and Tableau.
  • Proficient at writing formulae to perform calculations in reports
  • Good understanding of key business processes, strategic goals for the business & project life-cycles
  • Excellent understanding of databases / data sources and how they work.
  • Excellent analytical skills, attention to detail and accuracy
  • Excellent communication & team-working skills
  • Excellent problem solving skills
  • Excellent understanding of how to present information for maximum understanding and impact

For a confidential discussion on the role please contact the team at Aspen Impact. To apply, please click on the 'apply' button to upload your CV and covering letter. 

s1 says:

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Contact Name
Telephone 0141 212 7555

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