Contact Centre Analyst

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Full time

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Salary Benefits

Contact Centre Analyst

VPS is an award-winning, industry-leading company providing security solutions to the UK vacant property, site security, and traffic management markets.

You will provide solid analytical support to the Head of Service and the wider team. Produce accurate and timely reports and analysis providing insight into live business performance and help focus on improving business efficiency and avoiding administrational errors or delays in processing incoming volumes. The role will have several stakeholders from across the business, so good communication skills are necessary. The immediate goal is to create clear KPI reporting visibility and analysis of hourly, daily, weekly, monthly performance and potential issue areas where backlog is building up.

What to expect:

  • Support the UK Head of Service in day to day reporting and ad hoc data requests
  • Provide on-going analysis of incoming volumes, quality of administration, internal KPIs and customer response times
  • Recognise and report on issues with volume management and resource allocation
  • Identify the root cause of customer response issues and recommend improvements to teams, systems and processes
  • Monitor and analyse data of incoming workload and quality of processing using CRM, BM and Power BI reports
  • Develop suite of reports, dashboards and analysis
  • Prepare and deliver presentations
  • Ensure the business has access to complete and accurate data, to support decision making

What we are looking for:

  • Able to analyse, model and interpret data
  • Provide strong problem-solving skills
  • Have a high level of accuracy and attention to detail
  • Understand and support the Customer Support and Customer Experience teams
  • Excellent report production skills
  • Highly articulate with superb communication skills
  • Ability to think creatively
  • Excellent knowledge of MS Excel and data analysis

Apply today!

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