Management Information (MI) and Data Manager - Contact Centre

Posted 6 days ago by CCR Recruitment & Selection Easy Apply

Management Information (MI) and Data Manager - Contact Centre

£35,000 + Amazing benefits

To provide contact centre performance M.I. and analysis to the Head of Contact centre. Understand M.I. trends, and project potential impacts to Contact Centre operations. As the MI Analyst, you will be responsible for all forecasting activities associated with the Customer Services team. Reporting to the Contact Centre Manager, the MI Analyst creates and maintains forecast models, incorporating business intelligence and forecast information gathered from scheduling, marketing, finance, managers and other sources.


  • Work with identified senior leaders across the group to define and document a group-wide business information strategy
  • Identify business information solutions that support this strategy and gain buy-in across key business stakeholders around the solutions identified
  • Manage the delivery of the business information solutions, from supplier selection to roll-out into the group that ultimately provides a single version of the truth for data
  • Provide a suite of business information tolls that enables all areas of the group to make informed business decisions based on consistent, accurate and timely information

Responsibilities and Experience;

  • Contact Centre Operations environment is a must
  • Ability to explain key contact centre planning principles
  • Understanding of the Contact Centre Planning Cycle
  • Preferably 1-year experience in a Contact Centre Operational Planning Team
  • Preferably 1-year experience in a Kana (CRM System)
  • Preferably 1-2 years' experience using Workforce Management tools with proficiency in scheduling, forecasting, shrinkage data and report exporting and manipulation
  • Good written and verbal communication skills
  • Ability to work under pressure; able to manage multiple tasks and changing demands with minimum supervision
  • Highly numerate with strength in accuracy & attention to detail in a high output & speed environment
  • Highly developed analytical and problem-solving skills - demonstrating thought leadership
  • Excellent PC skills, including advanced knowledge of Microsoft Excel, PowerPoint, Word, Access and Project + visual basic
  • Strong interpersonal skills to develop and nurture shared ownership in process/project and business goals

Required skills

  • Business Information
  • Business Intelligence
  • Call Centre
  • Operational Planning
  • Workforce Management

Reference: 34861819

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