Data and Performance Analyst

About the Role

We have an exciting opportunity for an Experienced Data and Performance Analyst to join our clients growing team 

**This is a HYBRID role with 3 days working  from home and 2 from the office based in Bellshill , North Lanarkshire **

You will be responsible for the creation and amendment of daily and weekly performance reporting, utilising data to highlight trends and opportunities within the performance of the team .

Main Duties and Responsibilities

 The role of the Analyst is to assist the centers through daily and weekly reporting at a line of business level on Key Performance indicators, including:

• Call queue performance.
• Staffing and adherence performance.
• Other key call KPIs and Insight, such as AHT, Resolution Rate, Transfer Rate and Service Level.

Experience, skills and knowledge required for the role

  • The ability to analyse , model and interpret data.
  • Demonstratable experience of MySQL, SQL server, VBA, Google Cloud or Maria DB .
  •  Demonstratable experience within an analytical or data mining focused role.
  • Previous experience of data analysis and/or reporting within a call centre environment.
  • The ability to build complex reporting models.
  • Excellent problem-solving skills - be a logical thinker and have an analytical mind.
  • Be able to demonstrate working to tight timescales.
  • Great attention to detail. 

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