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Contact Centre Business Performance Analyst

Liberata

Contact Centre Business Performance Analyst

Salary Not Specified

Liberata, Burnley

  • Full time
  • Permanent
  • Onsite working

Posted 3 weeks ago, 22 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 214c75915e4d4f039d48bab91a98d4dc

Full Job Description

  • Collaborate with department heads and analysts to define KPIs and reports.

  • Develop a deep understanding of the business, departments, and metrics driving performance.

  • Implement and maintain reports and dashboards using reporting software.

  • Prepare monthly and quarterly revenue and performance forecasts.

  • Create presentations for company leadership.

  • Provide support in ad-hoc analysis for senior management decisions.

  • Identifying underperforming areas and being part of the development and implementation of improvement

  • Developing and generating tools and reports to monitor campaigns and KPI performance.

  • Define and monitor key metrics, produce reports and forecasts, and offer insights that influence strategies and operations.

  • Support continuous improvement strategies to grow the business

  • Regularly review areas for improvement and create and provide valuable insight to highlight to key stakeholders


    • Key Tasks:
  • Based on the performance insight deliver a change and improvement programme that will be a mix of People, Process and Platform Improvements delivering operational excellence, efficiency and improved experiences for specialists and customers

  • Building out Monthly Business Review insight packs, in line with Functional key messages for senior audiences and winning performance insight, identifying and highlighting wider business opportunities that deliver tangible performance impact on key operational KPIs

  • Collaborate with stakeholders across the functions and wider business to ensure that the change roadmap can be successfully received the operational teams, enabling the leaders to focus on their people and working in partnership with 1st and 2nd line of defence teams, ensuring all initiatives and plans are agreed and signed off

  • Deliver business case evidence for initiatives and be able to connect smaller tasks/problem resolution to.

  • Work alongside Business Support team and operational support team to gather valuable date and reports

  • Regularly look at ways to improve service through insight analysis for business, clients, customers and colleagues.

  • Utilise data to create themes and trends which highlight areas for development including training needs

  • Ability to create presentations and gather data analysis when required.


    • What's in it for you!

    Not only do you get to join an award-winning business, you are joining at an exciting time as we are reviewing and developing our services!

    The role requires an organised individual who can create and gather information to bring to life key messages to a variation of key stakeholders such as senior management team and regional directors.

    You have previous experience in a customer services environment where you can understand data you are looking at to generate packs for continuous improvement and valuable insight. Utilising the information via presentations, emails, and calls.

    You will play a vital role in ensuring we are continually supporting our customers, some of which are highly vulnerable by looking at key themes and trends and insights.

    Travel to other Liberata sites maybe required from time-to-time.

    What we expect from you:
  • 1-2 years of experience in business analysis, data analysis, or a related field.

  • Contact Centre experience and understanding

  • Experience with reporting software and a working knowledge of databases and SQL.

  • Good planning and Organisational skills with the ability to manage large workloads, multiple competing priorities effectively, and meet deadlines.

  • Intermediate to advanced skills in MS Excel/Google Sheets and MS PowerPoint.

  • Strong communication skills, both written and oral.

  • Ability to build partnerships and work collaboratively, internally and externally

  • The ability to learn quickly

  • Strong stakeholder management skills,

  • Demonstrated ability to thrive in fast-paced environment

  • Strong analytical abilities, attention to detail, and organisational skills.

  • Highly driven, self-motivated, and data-curious with the ability to work as part of a team.

  • Power BI essential

    Liberata is one of the UK's leading providers of business process outsourcing and support services for the public and commercial sectors.


    • Founded in 1975, Liberata has been serving central and local government for over 45 years as a trusted and reliable operating partner. Delivering specialist business process services where business knowledge is critical at every stage, our highly experienced and dedicated teams care about helping governments get results and achieve the highest levels of service.

    Many of our services and solutions are available for procurement under various Government frameworks.

    Looking for a great work life balance? You have come to the right place, as we are only open MONDAY to FRIDAY 8:30-5:30 and don't work Bank Holidays!,
  • Monday to Friday working

  • No Bank Holiday Working

  • Working only between 8:30 - 5:30

  • Free eye tests

  • Hybrid working - Agreed with line manager once completed onboarding

  • Cycle to work scheme

  • Discounted car park for Liberata staff

  • Close to local public transport

  • 25 days annual leave (Fulltime) + up to 8 days Bank Holidays

  • Organised company events

  • Wellness programme

  • Development and opportunity for paid qualifications

  • Staff Referral Programme.

  • Access to staff discounts with retailers such as Argos, Curry's, M&S, B&Q, Debenhams.

  • Liberata will also automatically enrol you into our contribution matching pension scheme.