Data Analyst

Main Responsibilities

Data Analyst 

Rotherham, S63 7ER

£20,000 per annum

Full Time - 40 hours per week

Job Outline:

To extract and interpret data from multiple systems/sources internally and externally across the business and format them in an easy to understand way using a variety of tools. To produce standard management information for internal and external customers and provide analysis in identifying current trends on current processes.  Monitor performance and manage agreed service levels, across all lines, Intraday, weekly and monthly.

Responsibilities:

• Drive operational productivity adherence to maximise service levels, minimise work queues and achieve SLA’s.
• Provide support with client or company related project work, process or policy change liaising with all key stakeholders.
• Ensuring all service communications are compliant with the control of documents procedure.
• Adhere to all internal and external audit, operating and HR policies and procedures necessary and follow due process.
• Proactively feeding back any service improvements identified individually or raised by team members and ensuring to communicate with senior management team for consideration.
• To perform adhoc analysis of data in order to find the root cause of problems.
• To update, distribute and create new MI reports for the management team, including identifying and fixing errors in reports.
• Accurately forecast the customer demand by understanding and predicting key drivers behind customer contact and interactions.
• You will help optimise customer service performance through the provision of accurate and timely forecasts across a multi-channel high demand customer operation.
• You will compile staffing level requirement forecasting as well as workplace scheduling in the call centre.
• Also you will prepare reports which determine call volume, calling patterns, service trends and staff productivity.
• Deal with telephone queries and provide information to both external and internal customers as necessary.
• Keep up-to-date with briefs and news articles to remain fully informed with company and legislative changes.
• To keep up to date and complete training as requested.
• Adhere, at all times, to the Data Protection ICT and Confidentiality Policy.
• To understand the escalation process and implement when necessary.
• To work as a team to support colleagues.
• Have the ability to work in a fast pace environment.
• Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to line manager.
• Carry out any other duties relevant to the role as directed by your Manager or other manager.

The Ideal Candidate

Essential Skills:

• Previous experience of data analysist work using numerous data sources.
• High level of ability using Microsoft packages such as excel, word.
• Demonstrable experience of report writing and presenting data to senior management teams.
• Have a proven conscientious and well organised approach to work load.
• Working under own initiative and the ability to plan effectively in order to pre-empt potential issues and counteract effectively.
• Highly analytical, astute individual.
• Have a good standard of written and spoken English.
• Working as part of a team.
• Attention to detail.
• Have a positive working attitude and work ethic.
• Have good timekeeping skills, behaviours and a professional manner.
• Be adaptable, welcoming to change and able to follow instruction.

Desirable Skills:

• Call centre environment – multi channel ACD
• Planning workloads & resource
• Decision making as part of a wider team
• Resilience in pressured circumstances
• Liaising and communicating with Senior management & key stakeholders
• Commercial understanding & continuous improvement