Here at Serco we are looking for a MI 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 analyst team you'll be responsible for using raw data sources to provide detailed insight to account/agent performance. Reporting on time utilisation you'll ensure the team is correctly sized to support the business in BAU and in growth. Making sure workloads are effective for the advisors, you'll ensure Average Handling Times (AHT's) are reflected and in line with SLA/KPI's. Using different methods of data analysation, you'll ensure the data presented can be interpreted and fully understood by any audience.
You'll have responsibility for maintaining the platform used, STORM. Working with key stakeholders you'll push through any change and transformation projects; including applications and existing / new telephony and WFM solutions. This is a huge opportunity to further your career and have a real impact on the success of the Customer Services.
Initially this is a home based/remote role, however once we are back to BAU, there will be a requirement to work from the office in Liverpool 2-3 days per week.
What you'll need to do the role
If you are already a skilled MI Analyst with a good understanding of Business Processes and Contact Centre Metrics, then we want to hear from you! 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 TeleOpti 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.
Due to the nature of the role you should have a strong Microsoft Office skills, particularly advanced in Microsoft Excel. 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.
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:
- Salary up to £32,000 per annum
- Up to 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;
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.
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).