Senior MI Analyst

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A Senior MI Analyst role, creating reports around telephony data, helping achieve operational excellence.Client DetailsA multinational financial services company in Cardiff - products and services include investment management, lifetime mortgages, pensions, annuities, and life assuranceDescriptionThe Senior MI Analyst Will:Produce regular routine monthly reports for distribution to key stakeholders within the team. This will include the production of bespoke reports from all core-reporting systems (WFM, Workflow, Productivity and Forecasting databases)Handle complex and varied ad hoc requests from stakeholders across the team and ensure they are delivered in accordance with the requested specifications and deadlines.Develop, build, run and maintain systems and processes to gather information about all current and future workload volumes regardless of channel, utilising existing information where available and establishing new where not.Use this data to build a robust Forecasting and Capacity Plan.To escalate inbound volume projections to Senior Management where they exceed tolerance or pose a risk to the business.Maintain the Operational Planning databases, Workforce Management Tools and Workflow systems in order to ensure accuracy and facilitate audit. To continually refresh data in respect of ABC timings, staff details and processes in order for all MI to be up to date & relevant.To develop and maintain a positive working relationship with Operational Management, staff and third party suppliers in order for problem resolution to be timely and thorough.Attend RFC decision making forums and be responsible for supplying necessary process sign-off.Enhance and further optimise the use of technology (WFM/I&W/CMS reporting etc.) to ensure optimum service performance and MI provision. Assess performance of systems in order to identify continual improvement opportunities and operating risks which need to be raised with Operations Managers. Make recommendations for developing new ways of supporting both front and back office.Work closely with everyone in the Operational Planning team and support all activities by providing insightful feedback that helps us establish the value of our decisions and supports continuous improvement.ProfileThe Senior MI Analyst:Has a good knowledge of resource specific software (e.g. Q-Max, CMS).Excellent knowledge of Microsoft Excel, Business Objects, VBA and Microsoft Access, with the ability to create and maintain new/existing databases.Understanding of tools and techniques to develop effective schedules.Understanding of load balancing and blending of contact centre resource across front and back office business functions.Be able to 'manual' forecast (using advanced excel and Erlang models); the ability to model forecasts derived from historic data and statistics generated from disparate operating platforms (WFM, ACD, CRM etc.) is essential.Understanding of tools and techniques to develop effective schedules.Understanding of load balancing and blending of contact centre resource across front and back office business functions.Be able to 'manual' forecast (using advanced excel and Erlang models); the ability to model forecasts derived from historic data and statistics generated from disparate operating platforms (WFM, ACD, CRM etc.) is essential.Job OfferUp to 28k salaryGenerous Pension Scheme (employee 5%:10% employer contribution)Life Assurance (4x Salary)Income ProtectionDiscretionary performance related bonusesPaid overtimeDiscounts at both a huge range of high street stores and our own great products