Due to continued success, our client is now looking to recruit a
Reporting and Resource Planning Analyst to provide dedicated qualitative and quantitative reporting and operational insight into the Leadership Team and to champion improvement and implement new ways of working.
This is a Hybrid Role with 2 days based at our clients stunning offices in London and 3 days working from home
Key Responsibilities:Developing and maintaining accurate and timely CRM reports, dashboards and analysis to inform business decision making.
Drives the migration of spreadsheet reporting into automated environments (e.g. Power BI) to improve efficiency and automation
Ensure that all reporting is produced accurately and is available to colleagues on a self-serve basis.
Identify anomalies and data issues and develop solutions to improve overall reporting
Analyse data to identify patterns and trends, and work with stakeholders to optimise membership relationships.
Develop and fully document all processes applied to the data and reporting.
Efficiently retrieving significant amounts of data from multiple systems, including Salesforce, Natterbox (VOIP system) and other ancillary transactional systems.
Providing detailed operational level trend analyses and recommendations, identifying root causes of trends and seeking to consistently improve quality of output.
Managing data integrity and cleanliness within CRM systems, ensuring the accuracy and completeness of data and will act as the CRM data subject matter expert and the technical referral point for stakeholders ensuring a full understanding of interdependencies between core systems and data processes.
Implementing contact centre industry standard workforce planning and scheduling processes and software.
Builds and maintains strong working relationships with key stakeholders
Works with Directors, Heads of, Managers, Advisers and others to inform the development of reporting and planning training materials for the Support team
Experience / Qualifications Required:Experience of working in a similar Management Information/Business Intelligence role, ideally in a modern, fast-paced high performing small to medium omni-channel contact centre.
In-depth experience of developing reporting and dashboards using Salesforce and Power BI or comparable software.
Advanced knowledge of Microsoft Office with strong capabilities and experience of data analysis and report building in Excel.
Workforce Planning and scheduling experience is desirable, including use of industry standard software packages.
VBA or SQL programming knowledge is desirable.
Experience in establishing and maintaining effective business relationships with internal customers and senior stakeholders
High level of attention to detail ensuring all data is correct whilst conducting analysis
Strong communication skills, with the ability to present complex data in a simple way
Solution and delivery focused ‘can do’ attitude
Ability to work independently and collaboratively as a team builder and team worker
Ability to demonstrate a flexible approach towards changing business needs
Intellectually curious, high energy, and strong work ethic
A change agent with the confidence and courage to champion improvement and implement new ways of working.
Ability to manage multiple competing priorities and thrive in a fast-paced and unstructured environment, staying calm under pressure.
Desire to share best practice, support peers, and ability build productive working relationships.
This is a great role with a fantastic business who offer exceptional benefits, for more info please apply or email jay@cactussearch.co.uk