Contact Centre Analytics Reporting Team (CCART) Analyst 18 views

Are you a self-driven and motivated individual who enjoys working in a fast-paced, busy environment?

Do you enjoy analysing data and have strong attention to detail?

Would you thrive in a data focussed but varied role?

If so, we would love to hear from you!

You will provide robust analysis and reports using Driver and Vehicle Licensing Agency DVLA MI (data, speech and text) by channel (Telephony & Digital) and business area.

You will manage data from collection through to publication, understanding trends and outliers applying analysis of key segments. We will look to you to lead a small team of analysts, developing the performance and capability with the team.

You will need to be a confident communicator as you will be required to present your findings to various stakeholders at senior levels.

This is a fantastic opportunity as the role is fast paced and varied where no 2 days are the same and offers exposure to senior stakeholders!

Responsibilities 

Your responsibilities will include but will not be limited to:

• Working collaboratively with colleagues from the wider Contact Centre MI and Analytical function to join all relevant Contact Centre data sources into a holistic view of Contact Centre performance and customer demand. Continuously monitoring and analysing this, producing clear user-friendly feedback around the findings, including recommendations for improvements.
• Ensuring identification, collection, and migration of data to and from a range of systems ensuring accurate management, cleansing & storage. Manipulating these data sets applying tools and techniques to produce data reporting and visualisations for a wide audience (including the use of business information tools).
• Developing excellent working relationships with all internal and external stakeholders, through these establishing a detailed understanding of their individual requirements. Embedding a customer mindset/culture across your teams.
• Ensuring that your own and team’s workload is managed effectively to deliver against your customer’s requirements.
• Managing your teams by setting direction and priorities, ensuring the completion of all Contact Centre performance, reporting and analysis is produced across all channels to agreed quality and timescales targets.

For further information about the role please see the attached role profile.

Additional Information 

Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.

To become successful in the role you will need to be confident in analysing data, able to provide recommendations to stakeholders and is comfortable explaining and interpreting data to others in a clear and simplistic manner, whether that be in written or verbal format.

You will have strong attention to detail, and who thrive in an environment where you provide excellent customer service. You are self-motivated, proactive and are well organised with an ability to manage multiple and often conflicting priorities to time and to a high standard. You are a confident leader, someone who can lead by example and set the tone for those around you.

You are someone who gains rapport quickly with others as you build effective working relationships with both colleagues and stakeholders. Through this you will be able to capture, assess, and meet the needs of your stakeholders.

You will have proven IT skills especially with Microsoft Office software, in particular Excel.