Data Analyst, MI Analyst

Job Description:

• Produce daily, weekly and monthly management information reports and dashboards
• Analyse operational performance across SLAs, KPIs, service levels, volumes, quality and customer outcomes
• Create and maintain reporting packs for operational and client governance meetings
• Validate data accuracy, investigate anomalies and support data quality improvements
• Identify trends, risks and opportunities through analysis and performance reporting
• Provide insight and recommendations to operational stakeholders
• Support ad hoc reporting requests and urgent business intelligence requirements
• Collaborate with Operations, Workforce Planning, Quality and Continuous Improvement teams
• Develop and improve reporting solutions, dashboards and MI processes

Requirements:

• Previous experience in a Data Analyst, MI Analyst, Reporting Analyst or similar analytical role
• Experience producing management information and operational reporting
• Advanced Excel skills, including data manipulation, validation and analysis
• Experience creating dashboards, reports and performance packs
• Strong analytical skills and ability to interpret data and present findings clearly
• Understanding of operational performance measures, KPIs and service metrics
• Strong attention to detail and commitment to data accuracy
• Ability to manage multiple priorities and work to tight deadlines
• Excellent communication skills with ability to explain complex information to non-technical stakeholders
• Desirable: experience using Power BI or similar data visualisation tools
• Desirable: SQL knowledge or experience querying data sources
• Desirable: exposure to Snowflake or other cloud-based data platforms
• Desirable: experience in contact centre, customer service, outsourced services or operational environments
• Desirable: experience in public sector or regulated industries
• Desirable: knowledge of workforce management or customer contact technologies

Benefits:

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• Paid day out of the office for volunteering
• Auto-enrolment to company pension
• Life assurance
• Cycle2work scheme
• 15 weeks’ fully paid maternity, adoption and shared parental leave
• Two weeks’ paternity pay
• Voluntary lifestyle benefits including retail, socialising, health & wellbeing, travel and technology discounts
• Employee Network Groups
• Career development and learning opportunities
• Inclusive, barrier-free recruitment process and workplace adjustments