Service Performance Analyst

Job Title: Service Performance Analyst

Job Purpose:

Working closely with the Contact Centre Managers. The main purpose of this position is to produce and maintain statistical reports and other information required for the efficient running of the Contact Centres. To deliver contact routing objectives as laid down by the overall business strategy, and to ensure customer satisfaction targets are met through effective resource management.

Duties and Responsibilities

Job Specific

1. Create and distribute schedules against contact forecasts to ensure optimum resources in respect of shift patterns ensuring compliance with the working time directive legislation for breaks and lunches.

2. To collate and distribute extensive statistical reports on the Contact Centres Key Performance Indicators, and to distribute reports both recurrent (daily, weekly, monthly) and one-off basis.

3. To accurately collate and archive Management Information Systems data (contactflow information, service level targets).

4. Assist the Business Support Officer in acting as Contact Centre Services key liaison for both ICT and external routing suppliers.

5. Develop and practice all contact channels in line with changing and developing Service Level Agreements and staffing resources.

6. Distribution of reports to identified key stakeholders.

7. To analyse trends using information harvested to forecast future contact volumes.

Corporate

1. To participate actively in supporting the principles and practice of equality of opportunity as laid down in the organisation's Equal Opportunities Policy.

2. To take reasonable care for the health and safety of yourself and other persons who may be affected by your acts or omissions and to comply with all health and safety legislation as appropriate.

3. As a term of your employment you may be required to undertake such other duties and/or times of work as may reasonably be required of you, commensurate with your grade or general level of responsibility within the organisation.