Customer Experience Performance Analyst

 

Are you a Power BI and Tableau whizz and looking for a role where you will have complete autonomy and the ability to be creative, with data?

We have a brand new role for a Customer Experience Performance Analyst to come on board and professionalise our customer service frontline operation. You will focus on real-time data to analyse information, spot trends, produce detailed reports and provide action plans to drive performance and quality. We need a data savvy individual who can extract, collate and analyse information to see how the team measure up against agreed KPI's and quality standards. Your insight will directly influence how both new and existing services are delivered and maximised to deliver the best outcome for our customers.

We manage a sizeable customer service frontline contact centre and deal with all sorts of queries regarding ticketing, mayor correspondence, customer service, swift cards and customer relations, to name a few! It is an extremely busy and fast based environment, where the team are currently collating their own data. This is where you will step in and take control of the data analysis so that the team can purely focus on delivering a quality service to our clients. We need someone who is naturally curious and can bring a wealth of knowledge to this role.

What will you be doing?

* Undertake measurement, analysis and reporting of customer operations performance covering a wide range of service outputs

* Extract data and information from multiple sources and systems to produce a suite of management information that communicates service quality and performance

* Analyse data and information and prepare written reports to highlight service delivery achievements, problems, trends and recommend action areas for the operational teams

* Evaluate the impact of new policies, services and changes to the operating models, providing insight on service delivery impacts

* Support the efficient running of the contact centre operations by preparing productivity information including average handling times, utilisation and adherence information

* Support resource planning by assessing capacity, pinch points and forecasting future demand for services against required resources

* Review post call/email survey responses and convert these into metrics that represent customer satisfaction for example Net Promoter Score

* Working alongside the operational teams helping to plan for projects and onboarding of new services by identifying, developing and implementing future performance measurement frameworks and reporting systems

* Work with internal colleagues and the wider organisation to analyse customer behaviour and how this drives customer contact and demand, for example use of websites

Transport for West Midlands' Customer Experience team sits at the very heart of our organisation, delivering an exceptional service to members of the public, customers and stakeholders of the West Midlands Combined Authority. The team investigate, research and resolve enquiries and complaints through a focus on high-quality, multi-channel written correspondence.

About you

You will need to be a naturally curious individual who loves getting into the detail. Reviewing and creating reports will be your forte and you will love investigative work.

It is essential that you have used business intelligence software such as Power BI/Tableau and are able to present dashboards and written reports. You will have come from a customer operations environment and have a strong focus on quality and performance.

Experience of resource planning and forecasting is essential and you will need to able to forge strong working relationships. You will have a background in real-time data and be able to prioritise your own workload and work to tight deadlines.

You will have a strong knowledge of performance information methodologies/statistical techniques and be able to articulate yourself well to different audiences.

Evidence of working as a member of a team to ensure shared goals are achieved is desirable. It would also be advantageous if you had experience and knowledge of contact centre performance management.

About us

WMCA is committed to a better connected, more prosperous, fairer, greener and healthier region. This is our vision. We will achieve our vision through living our values which are central to how we work and interact with our wider partners and stakeholders.

We’re a partnership organisation. Our people feel valued and respected, have a can-do attitude and are innovators. We try new ways of doing things, we aren’t afraid to fail, learn from what went wrong and try again. Our people are empowered to be creative and explore and innovate.

We are a “Leaders in Diversity” accredited organisation, are in the Inclusive Top 50 Employers List and are one of The Times Top 50 Employers for Women. As a Disability Confident Employer, we have made a positive commitment to interviewing all applicants with a disability who meet the essential role criteria. We are committed to building a team of people with varied backgrounds and experiences as we recognise that this will only benefit us as an employer, the more inclusive we are the better our work will be.

As an organisation, we will continue to adapt and develop to the opportunities and challenges ahead. We will continue to transform ourselves and our organisation into the best we can be, underpinned by our values and behaviours and everyone contributes towards achieving our vision.

Furthermore, wherever possible we will offer flexible working options which assist work-life balance. We are very happy to discuss a flexible working pattern that suits your needs, so please do not let that be a barrier to applying. If your values align with ours and you’re committed to working towards creating a future we can all be proud of, we want to hear from you.

About your application

The online Application Form you'll be asked to complete plays a key part in our recruitment and selection process. We use the information you provide to decide whether to invite you for an interview. It is important that you complete the Application Form as fully and accurately as possible. You will be asked to upload a Supporting Statement (not a CV) and this should include specific examples which demonstrate how you meet the essential criteria for the role for which you are applying.

Location

16 Summer Lane, Birmingham, B19 3SD. Hybrid working conditions are currently in place which means working remotely and coming to the office when required