BI Analyst

  • Job Reference: 98082
  • Date Posted: 22 December 2020
  • Employer: Serco Limited
  • Website:
  • Location: Merseyside (L33 7RX), United Kingdom
  • Salary: £40,000
  • Sector: Call Centre / Customer Service
  • Job Type: Full Time
  • Duration: Undefined

Job Description

Here at Serco we are looking for a BI Analyst to join our successful OutPerform Solutions Team in Liverpool.  Our OutPerform Solutions Team is an integral part of our Customer Services business unit which aims to provide scale, flexibility and access to the latest digital services for our customers - we are growing rapidly in Customer Services and our aim is to become an industry leader in the field.

Working as part of a highly skilled team you will use raw data sources and reports to provide detailed insight on account and agent performance, using different methods of analysis to ensure that the detail can be interpreted and fully understood by the audience.  You'll be responsible for the maintenance and administration of the STORM platform, ensuring updates are completed in a timely manner and understand what the financial implications of failing to deliver will cost.

You'll work with the business to understand CCaaS / STORM and MI requirements to enable us to deliver on the Contact Centre processes for telephony setup and report delivery. Working with key stakeholder you'll push through change and transformation of new systems, including applications and existing / new telephony and WFM solutions.

Initially this is a home-based role until Spring 2021 (approximate), then there will be a requirement to work from our Phoenix House office location.  Supporting a 24/7 business there is an on-call rota.

What you'll need to do the role

If you are already a skilled BI Analyst with a good understanding of Business Processes and Contact Centre Metrics, then we want to hear from you! Due to the nature of the role you will need to be an advanced user of Microsoft PowerBI products.  We do ask that you have strong knowledge of databases using Microsoft Access and SQL Server (SQL query writing in particular). Experience and knowledge of STORM ACD and of TeleOpt Workforce Management is preferred however not essential. We are also keen to hear from those who have knowledge and understanding in the use of Visual Basic for Applications.

Naturally confident, you will be able to liaise successfully with all stakeholders and have the gravitas to build solid relationships to leverage capability. It is important that you can get the best out of practices and processes and are not afraid to challenge the status quo. 

Why Serco?

Meaningful and vital work: We understand the culture of public service delivery and the obligations on us as a trusted partner to government.

A world of opportunity: Customer Service's is growing and developing, and you'll be able to contribute to and be a part of this.

Great people: We are a motivated team who will encourage you and help you to succeed. You'll have the resources you need to do your job in a diverse and supportive environment. 

What we offer:

  • Up to £40k plus 6% contributory pension scheme;
  • Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships;
  • We offer flexible/agile working environments and the chance to buy annual leave as part of the Annual Leave Purchase Scheme;
  • The chance to make a position difference in a company passionate about diversity and inclusion

If you think this role would suit you, working in an exciting and challenging environment with like-minded individuals, please apply now and upload a copy of your CV and covering letter.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 


Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

We're a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Serco supports fair access to employment for those with unspent criminal convictions through the Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required).