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MI Analyst
West Midlands

About the Role

We are seeking an exceptional Contact Centre MI Analyst for a fantastic brand based in the West Midlands.

Reporting into the Operational Support Leader we are seeking someone who will have the following responsibilities: 


  • Supporting the organisation and driving performance with the creation of MI.
  • Asses and priorities internal and external customer MI, data quiries 
  • Analyse company and planning MI impact to workforce 
  • Lead and contribute to best practice in Operations.
  • Provide trend analysis to senior management 
  • Identify and highlight performance/service risks to Operations. 

Required skills: 


  • This challenging post requires an exceptional individual who has a background in Contact Centre and / or back office operational MI, specific requires skills and experience is as follows: 
  • Previous experience within a contact centre doing an MI Analytical role 
  • A good understanding of TotalView, Avaya tech
  • Advanced Excel knowledge essential 
  • The ability to disseminate large amounts of information, shape into detailed plans and reports and present conclusions with high visual impact 
  • Ability to develop strong internal relationships and interact and influence at all levels 

    Matt Affron is dealing with this vacancy, please feel free to contact direct on: 01905 330 794



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