Operations Performance Analyst

RAC; Walsall; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

RAC, a leading provider in roadside assistance, seeks an Operations Performance Analyst to enhance operational insights and decision-making. You will leverage your analytical expertise in Excel, SQL, and PowerBI to improve performance trends and contribute to cost-effective service delivery. Enjoy a hybrid work arrangement with competitive benefits including breakdown services, generous leave, and a share scheme.

Benefits

FREE RAC Complete Breakdown Service

25 days annual leave plus bank holidays

Group Personal Pension scheme

Life Assurance cover

Family leave support

Enhanced Parental Leave

24/7 Confidential support service

Car salary sacrifice scheme

Access to online discounts portal

FREE onsite parking

Qualifications

• Strong experience in data analysis and problem-solving.
• Ability to communicate insights clearly to stakeholders.
• Experience with advanced analytical tools and techniques.

Responsibilities

• Provide detailed insight into operational performance variance.
• Carry out performance analysis of cost & service drivers.
• Focus on Roadside & Contact Centre productivity, quality & service levels.

Skills

Analytical Skills

Communication

Problem-Solving

Stakeholder Management

Education

Experience in Data Analysis

Tools

Excel

SQL

PowerBI

Tableau

Job description

About The Role

RAC are on the lookout for an experienced Operations Performance Analyst to join on the team on a permanent basis.

In this role, you'll be at the heart of driving smarter decisions and shaping the future of our Operations, from Roadside Assistance to our Contact Centres.

You'll work with big data, build powerful models, and collaborate with teams across the business to uncover performance trends and identify root causes, helping us forecast more accurately and operate more efficiently. You'll play a key part in optimising how we deploy our people and services, driving both cost-effectiveness and improved customer outcomes.

Using your strong analytical experience and skillset in Excel, SQL & PowerBI you will be able to translate data into clear, actionable analytics, and provide insights that will shape strategic decisions and operational improvements.

This role will be a hybrid role, where you will spend two days in our Bescot offices, and three days at home.

What you will do…

• Provide detailed insight into operational performance variance at macro & micro level
  
  
• Liaise with key business areas to ensure that inputs into forecasting are up to date and understood
  
  
• Carry out performance analysis of cost & service drivers to define transformation / business improvement opportunity.
  
  
• Provide analytical support and insights into day-to-day Trading issues and opportunities.
  
  
• Predominantly focus on Roadside & Contact Centre productivity, quality & service levels

What you will need…

The ideal candidate will have strong experience in data analysis and be a natural problem-solver who loves diving deep into data to uncover trends, patterns & opportunities. Strong communication and stakeholder management is essential.

You will also need:

• Advanced analytical skills including but not limited to Excel, SQL, Tableau and Microsoft Power platforms.
• Experience in different approaches to data analysis, statistical modelling including planning, gathering and challenging quality of data from various sources.
• Appreciation of building machine learning models using techniques such as forecasting, time series analysis and optimisation
• The ability to provide insight and present in a way that gives clarity, confidence and certainty to the audience.
• The ability to translate technical concepts to non-technical colleagues and stakeholders.
• Impeccable attention to detail.
• Experience using machine learning and advanced analytics approaches to solve business problems.

In return we offer…

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:

• FREE RAC Complete Breakdown Service from Day One.
• 25 days annual leave entitlement plus bank holidays.
• 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.
• Enhanced Parental Leave
• 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.
• 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!

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.