Contact Centre Performance Lead & Analytics Manager

Staffordshire County Council; Lincoln; On-site; GBP 40,000 - 60,000; Full time

Job summary

Staffordshire County Council seeks a data-driven manager to oversee the dedicated contact centre analysing performance across the Front Door, Emergency Duty Service and contact centre functions for children and families.

You will drive insightful reporting, dashboards and performance narratives, supervise staff, and support service improvement with stakeholders across partners. Enhanced DBS checks apply.

Qualifications

• Level 5 qualification in a numerate, analytical or relevant discipline, or equivalent experience.
• Experience in data analysis, performance reporting or information management.
• Experience analysing and interpreting data from multiple sources and producing dashboards, reports and narratives.
• Experience of managing, supervising or providing professional oversight to staff - ideally in a busy contact centre environment.
• An understanding of local government and services for children and families is desirable but not essential.
• This post will be subject to an enhanced DBS check and Police vetting.

Responsibilities

• Analyse performance data across Staffordshire Families Integrated Front Door, the Emergency Duty Service and the contact centre function to inform management and improvement.
• Maintain local performance reporting on call demand, waiting times, call handling and service performance.
• Manage Children’s Information and Advice Workers to promote consistent practice and effective decision making.
• Validate, interpret and present data to provide accurate narratives for diverse audiences.
• Identify patterns and risks to inform quality assurance, reviews and service development.
• Prepare reports, briefings and dashboards for managers and partnership forums to inform decision making.

Skills

Data analysis

Performance reporting

Dashboards

Staff supervision

Stakeholder communication

Education

Level 5 qualification

Job description

Staffordshire County Council seeks a data-driven manager to oversee the dedicated contact centre analysing performance across the Front Door, Emergency Duty Service and contact centre functions for children and families.

You will drive insightful reporting, dashboards and performance narratives, supervise staff, and support service improvement with stakeholders across partners. Enhanced DBS checks apply.