Contact Centre Business Analyst

Salary / Rate:

GBP 1.00 

Location:

London Central 

Rate:

Yearly 

Job Type:

Contract 

Sector:

Analysis (Business / Systems / Data) 

Date Posted:

24/10/2008 

Reference:

NESIT-20598 

My client is looking for a Business Analyst to Improve Contact Centre service levels in the short term and address the underlying structural mismatch between Contact Centre demand and level of adviser supply. Also need to build the Contact Centre of the future via a sustainable change programme

You will be required to :
To support each individual project lead in establishing baseline measures and ongoing measurement requirements using data sources.
To explore any options for new data sources required to deliver accurate and consistent measurements in the future and to work with Customer Contact, Knowledge, Analysis and Information and the Customer Units to establish and deliver these new data sources.
To work with the Customer Contact Team and our Knowledge, Analysis and Information team to analyse existing data and identify new data to help project leads improve the delivery of their projects in the short term and to understand and prioritise deliverables in the medium and long term.
To identify support project leads in understanding, identifying and applying existing and new data to support robust benefits realisation.
To work with key stakeholders to embed new processes for measuring and reporting customer and business data to support each of the demand management projects.

Skills required
Great stakeholder engagement � they will need to go out meeting with Contact Centre people.
Information / data gathering and excellent analysis skills.