MI & Planning Analyst – 6 Month Contract

Job description / Role

• Track and identify the priority metrics for all customer facing areas – including inbound and outbound volume of work, NPS, FTR, cost to serve, AHT, quality, utilisation and availability
• Provide detailed data analysis (current and historical) and reporting across all service delivery areas to ensure there is an ongoing and holistic view of performance
• Provide insight and understanding of performance drivers, utilisation and individual colleague performance
• Provide recommendations for improvement to the Improvement Partners and where appropriate, directly to the Heads of Department and their Service Managers
• Manage local data resources and systems in collaboration with IS to ensure availability of data
• Where required, build and develop data capture systems to ensure that data capture and reporting is automated and efficient
• Carry out data cleansing to ensure all data is current and fit for purpose
• Responsible for all weekly, monthly and ad hoc MI reporting
• Manage the detailed resource planning and scheduling process for the customer facing areas, developing a frontline resource plan to meet required SLAs, including planning daily shifts.
• Identify process recommendations to improve adherence
• Ensure timely and accurate analysis happens of previous performance data relating to work volumes, productivity levels, staffing availability, and seasonal variances to facilitate informed future forecasting.
• Accountable to produce accurate daily, weekly and monthly forecasting and resourcing reporting
• Provide consistent communication to the Operational Teams, so that any service issues are highlighted, recommendations are made, and targets achieved through sensible negotiation and prioritization across the Operation