Contact Centre Performance Analyst

TN United Kingdom; Walsall; On-site; GBP 31,000 - 36,000; Full time

Job summary

Join a leading company as a BAC Contact Centre Performance Analyst in Walsall. Utilize your data skills to enhance service delivery and operational efficiency. Enjoy a competitive salary and various benefits while contributing to a dynamic team.

Benefits

Bonus scheme eligibility

Group Personal Pension scheme

Life Assurance cover

Family leave support

24/7 personal support service

Car salary sacrifice scheme

FREE RAC Breakdown Service

Online discounts portal

FREE onsite parking

Colleague Share Scheme

Qualifications

• Proficient in PowerBI and Excel for reporting.
• Understanding of SQL and statistical software.

Responsibilities

• Create daily, weekly, and monthly reports.
• Analyze trends to provide performance recommendations.
• Collaborate with other analysts for consistent reporting.

Skills

Advanced Excel Proficiency

PowerBI

SQL

Statistical Knowledge

Analytical Skills

Job description

Social network you want to login/join with:

col-narrow-left

Client:

RAC

Location:

Walsall, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

ad6792433b2f

Job Views:

21

Posted:

15.05.2025

Expiry Date:

29.06.2025

col-wide

Job Description:

Join Our Team as a BAC Contact Centre Performance Analyst!

Are you a data-driven professional with a talent for transforming numbers into actionable insights? Do you excel in creating comprehensive reports that drive performance improvements? If so, we invite you to become an integral part of our Breakdown Assistance Centre (BAC ) team.

As a Contact Centre Performance Analyst , you will play a pivotal role in enhancing our service delivery and operational efficiency. You will be responsible for crafting and producing daily, weekly, and monthly reports using tools like Power B I and Excel . Your insights will empower operational leaders to understand team performance trends and make informed, data-driven decisions.

With a starting salary of £31,200.00 per annum.

This is a Full-Time, permanent position. 35 Hours per week, Monday – Friday 08:00 – 19:00

At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you’ll have all these extra benefits:

• Eligibility to join our bonus scheme
• Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings.
• 2 x Basic Salary Core Employer funded Life Assurance cover (4 x for pension scheme members) with the option to flex up to 10 x cover through our flexible benefits offering.
• Family leave support including paid time off, flexibility and resources to help balance work and family commitments.
• Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16+ in your household.
• Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options.
• FREE RAC Ultimate Complete Breakdown Service from Day One.
• Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more.
• FREE onsite parking.

When you join us you will automatically be opted into our Colleague Share Scheme , called ‘Owning it together’ .This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus!

What You’ll Do…

• Design and Build Reports: Create daily, weekly, and monthly reports and visualisations as directed by the BAC Management or Ops Forecasting and Resourcing team.
• Timely Updates: Ensure reports are updated according to the agreed schedule and published on time for review.
• Trend Analysis: Review reports to identify trends and provide recommendations to the BAC management team for performance improvements.
• Collaborate with Analysts: Work with other analysts across Operations and DMA to ensure consistent reporting approaches and data integrity.
• Continuous Performance Review: Regularly review performance trends and provide feedback to the Forecasting team.
• Support First Line Managers: Assist First Line Managers in BAC to ensure they understand and can utilise reports to drive team performance.
• Ensure Report Resilience: Develop resilient and robust reports with documented processes, ensuring team members can update them as needed in your absence.
• Maintain the Book of Work: Lead regular reviews with the BAC management team to ensure progress and accountability.

Key Performance Indicators

• KPI Achievement: Ensure BAC's KPIs (AHT, ABR, CPH) are met.
• Report Utilisation: Monitor report availability and usage by team leaders.
• Book of Work Progression: Track and progress the Book of Work.

Skills, Specialist Knowledge & Experience you’ll need…

• Advanced Excel Proficiency: Ability to design and manage complex forecasting models with transparency and ease of audit.
• PowerBI and Visualisation Skills: Proficiency in PowerBI and other visualisation tools and techniques are essential.
• SQL and Statistical Knowledge: Good SQL skills and understanding of statistical software packages.
• Call Centre Operations Understanding: Familiarity with call centre operations and the key metrics that drive performance.
• Model Development: Capability to create and develop models for problem-solving, scenario-modelling, and statistical analysis.
• Technical Competence: Confidence in technical discussions with data architects, able to query and identify relevant fields from large databases.

Personal Attributes

• Highly Numerate: Strong analytical and problem-solving skills.
• Persuasive and Logical: Ability to articulate complex stories in a simple and understandable way.
• Work Under Pressure: Comfortable working under pressure to meet short deadlines.

If you are passionate about using data to drive performance and seek a challenging and rewarding role, we encourage you to apply for the BAC Contact Centre Performance Analyst position. Join us in making a significant impact on our service delivery and operational excellence!

Together we are all #OrangeHeroes. Come and be a part of our journey…

We’re committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.