Strategic Contact Center Analytics Lead

5 Star Recruitment; Cardiff; On-site; GBP 25,000 - 35,000; Full time

Job summary

Service Performance Analyst role in Cardiff, working closely with Contact Centre Managers to produce and maintain statistical reports and information needed for efficient operation of the Contact Centres. The role aims to deliver routing objectives and ensure customer satisfaction through effective resource management.

Key duties include scheduling against forecasts, collating KPI reports (daily, weekly, monthly), archiving MIS data, liaising with ICT and routing suppliers, and developing

Qualifications

• Create and distribute schedules against contact forecasts to ensure optimum resources.
• Collate and distribute statistical reports on contact centre KPIs (daily, weekly, monthly).
• Analyse trends to forecast future contact volumes.
• Collaborate with ICT and external routing suppliers as a liaison.
• Develop and practice contact channels in line with SLAs and staffing resources.

Responsibilities

• Create and distribute schedules against contact forecasts to ensure optimum resources in respect of shift patterns.
• Collate and distribute extensive statistical reports on the Contact Centres' Key Performance Indicators.
• Accurately collate and archive Management Information Systems data.
• Act as liaison for ICT and external routing suppliers.
• Develop contact channels in line with changing Service Level Agreements and staffing resources.
• Distribute reports to identified key stakeholders.
• Analyse trends to forecast future contact volumes.

Job description

Service Performance Analyst role in Cardiff, working closely with Contact Centre Managers to produce and maintain statistical reports and information needed for efficient operation of the Contact Centres. The role aims to deliver routing objectives and ensure customer satisfaction through effective resource management.

Key duties include scheduling against forecasts, collating KPI reports (daily, weekly, monthly), archiving MIS data, liaising with ICT and routing suppliers, and developing