Title:

MIS & Statistical Analysis Manager

Location:

Manchester

Salary:

None specified

Description:

Job DescriptionRole / Key Responsibilities:Due to expansive nature of this role we are seeking applicants that can clearly demonstrate a successful track record ofmanagement information implementation and development, optimisation of associated technologies and data, and exemplarycommunication, influencing and negotiating skills.Role Overview:- Responsibility for design, control and production of MIS to support operational delivery and efficiencies. - To workclosely with Ops and senior managers on ad hoc analyses and investigations based upon operational concerns orimprovements.- Work closely and influentially with senior operational and planning management to ensure a cohesive process ofcontinuous improvement is at the centre of all activity.- Liaise with stakeholders of all levels to ensure they have a full understanding of contact centre KPI's, statistics anddynamics.- Ensure accuracy of data sources and maintain integrity of key performance indicator definitions.- Driving through automation of reporting solutions and change to operational processes which negatively impact onreporting.- Design, implement and maintain planning key performance scorecards across diverse business areas and in line withbusiness objectives.- Creation of a new suite of reports based around tried and tested best practice in order to drive further efficiencies(e.g. to enable VTO).- Constant updating of reports in response to operational, organisational and policy changes.- To make proactive suggestions regarding report contents.- To train members of Telephony Control Centre (TCC) in the production of MIS in order to provide cover for holidays andsickness.- Implement process, work instructions, process maps and procedures which enable ad hoc report requests to be accessiblewhilst still supporting overall strategy.- Provide leadership, development and technical improvement to the MI teams across sites and be the vocal and focal pointof reference for MI within the business.- Be innovative and creative in problem solving and provide solutions that add value and benefit.- Effectively manage your direct report and ensure the above is mirrored. Motivate develop and lead the analyst.- Ensure all telephony infrastructure objectives are met.Role Requirements:Essential Skills:- Excellent attention to detail.- Highly flexible.- Quick Learner.- Excellent communication / Influencing skills.- Excellent technical skills.- Ability to investigate systems and present the easiest way of extracting data.- Ability to create scripts that automate the extraction of data.- Microsoft Excel / Visual Basics/S base Skills for set-up and day to day running of reports.- Access skills.- Ability to make constant changes to very complex reports.- Adaptable to change and proactive with resolve solutions.- Must have the ability to question and fully understand current processes.Desirable Skills:- Understanding of call centre metrics and best practices.- Exposure to the following systems: Avaya, Blue Pumpkin, Q-Max, Concerto, HTML, Monarch, Business Objectives, SAS DataWarehouse.- Team Management experience.Location: National Sales Centre - SalfordJob Division: Mainstream