Data Analyst, MI Analyst

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Generate daily, weekly, and monthly reports and dashboards for management information.

• Evaluate operational performance metrics across SLAs, KPIs, service levels, volumes, quality, and customer outcomes.

• Develop and maintain reporting packages for operational and client governance meetings.

• Ensure data accuracy, investigate discrepancies, and assist in enhancing data quality.

• Recognize trends, risks, and opportunities through performance analysis and reporting.

• Offer insights and recommendations to operational stakeholders.

• Assist with ad hoc reporting requests and urgent business intelligence needs.

• Collaborate with Operations, Workforce Planning, Quality, and Continuous Improvement teams.

• Enhance and refine reporting solutions, dashboards, and management information processes.

⛳️ Requirements

• Prior experience in a Data Analyst, MI Analyst, Reporting Analyst, or a comparable analytical position.

• Proven experience in producing management information and operational reports.

• Proficient in advanced Excel skills, including data manipulation, validation, and analysis.

• Experience in developing dashboards, reports, and performance packages.

• Strong analytical capabilities and the ability to interpret data and communicate findings clearly.

• Knowledge of operational performance metrics, KPIs, and service measures.

• Exceptional attention to detail and a commitment to data integrity.

• Capability to manage multiple priorities and adhere to tight deadlines.

• Excellent communication skills with the ability to convey complex information to non-technical stakeholders.

• Desirable: experience with Power BI or similar data visualization tools.

• Desirable: knowledge of SQL or experience with querying data sources.

• Desirable: familiarity with Snowflake or other cloud-based data platforms.

• Desirable: experience in contact center, customer service, outsourced services, or operational settings.

• Desirable: experience in the public sector or regulated industries.

• Desirable: understanding of workforce management or customer contact technologies.

🏝️ Benefits

• 23 days’ holiday (increasing to 27) with the option to purchase additional leave.

• Paid day off for volunteering activities.

• Automatic enrollment in company pension plan.

• Life insurance coverage.

• Cycle2work scheme available.

• 15 weeks of fully paid maternity, adoption, and shared parental leave.

• Two weeks of paternity pay.

• Optional lifestyle benefits, including discounts on retail, social activities, health & wellbeing, travel, and technology.

• Participation in Employee Network Groups.

• Opportunities for career development and learning.

• An inclusive, barrier-free recruitment process and workplace adjustments.