MI Senior Analyst
Screwfix
- Yeovil, Somerset
- Permanent
- Full-time
- Create, develop and maintain the CSC “data lexicon” to ensure the veracity of all data and reporting outputs.
- Identify and/or create the relevant reporting hierarchies to ensure performance reporting is consistent and reliable from Head Of down to CSA role level.
- Create, develop, and maintain a suite of reports for all operational areas of the CSC (Yeovil CSC, VCC, France and EU) with exceptional levels of attention of detail and accuracy.
- Identify and manage data from several sources, including Contact Centre CX-One, Business Intelligence systems, customer feedback and service platforms to build a robust, thorough, and accessible data landscape from which actionable MI can be produced.
- Respond to and proactively provide reports for key stakeholders – answering questions and providing reports quickly to inform business decisions.
- Work with large amounts of complex data and be comfortable in creating simplified user-friendly dashboards.
- Measure the performance, efficiency and service levels of the Customer Service Centre through daily, weekly, monthly and annual reporting.
- Constantly seek ways to drive reporting and data improvements in line with the overall business and operations strategies, including the use of self-serve portals and Power BI
- Work collaboratively across all functions & in particular with the CSC Insight Team to ensure information on business-wide performance challenges are robustly understood.
- Build relationships across teams, working in partnership and influencing stakeholders where needed.
- Be a proactive self-starter who enjoys having the autonomy to drive change across the business.
- Share knowledge and experience with analysts, leading by example by having excellent communication skills and a strong coaching mindset.
- Expert in excel and PowerPoint.
- Power BI (plus any other presentation systems)
- Oracle Business Intelligence (or similar)
- CX-One (or similar Contact Centre management system)
- SAP HR (or similar)
- Strong Contact Centre and Operations background
- Advanced experience of using SQL and any other query languages with experience of automating reporting and queries
- Effective presentation and communication skills – with the ability to inform and engage key stakeholders with commentary and insight.
- Excellent at prioritising and managing own workloads.
- A passion for all things data!
- Award-Winning Pension Scheme
- 20% Discounts at Screwfix & B&Q, plus discounts at other High-Street Retailers
- Company Bonus up to 20%
- Award-Winning Apprenticeship Schemes
- MyGym discounts
- Cycle-to-Work Scheme
- Enhanced Family leave
- Retail Trust counselling services
- Life cover