About the Company
BT Group is one of the world’s leading communications services companies, connecting millions of people and businesses across the UK and globally. We’re at the forefront of innovation, delivering essential services from broadband and mobile to cutting-edge digital solutions. Our commitment to our customers and our employees drives us forward, creating a dynamic and supportive environment where great ideas flourish and careers thrive. Join us to be part of a team that keeps the nation connected.
Job Description
We are seeking a proactive and analytical Contact Center Analyst – Productivity to join our operations team in Manchester. In this role, you will be instrumental in enhancing the efficiency and effectiveness of our contact center operations. You will analyze key performance indicators, identify trends, pinpoint areas for improvement, and develop actionable insights to optimize agent productivity and overall service delivery. This position requires a keen eye for detail, strong analytical capabilities, and the ability to translate complex data into clear, concise recommendations that drive tangible results.
Key Responsibilities
- Collect, analyze, and interpret large datasets related to contact center performance, including call volumes, handling times, adherence, and service levels.
- Identify root causes of productivity bottlenecks and inefficiencies within contact center processes and agent workflows.
- Develop and maintain dashboards and reports to track key productivity metrics and present findings to management and stakeholders.
- Propose and evaluate solutions for process improvements, technology enhancements, and training initiatives aimed at boosting agent productivity and customer satisfaction.
- Collaborate closely with operations managers, team leaders, and WFM teams to implement recommended changes and monitor their impact.
- Conduct ad-hoc analysis to support strategic initiatives and respond to emergent business needs.
- Stay informed of industry best practices and emerging technologies in contact center management and analytics.
Required Skills
- Proven analytical skills with the ability to interpret complex data sets and draw actionable conclusions.
- Proficiency in Microsoft Excel (pivot tables, VLOOKUP, advanced formulas) and data visualization tools (e.g., Tableau, Power BI).
- Strong communication and presentation skills, capable of explaining technical findings to non-technical audiences.
- Excellent problem-solving abilities and a proactive approach to identifying and addressing issues.
- Ability to work independently and as part of a team in a fast-paced environment.
Preferred Qualifications
- Bachelor's degree in Business, Analytics, Mathematics, Statistics, or a related field.
- Experience with contact center technologies and platforms (e.g., Genesys, Cisco, Avaya).
- Familiarity with SQL for data querying and manipulation.
- Understanding of contact center KPIs and metrics.
- Previous experience in a contact center environment.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous annual leave allowance.
- Comprehensive pension scheme.
- Private medical insurance.
- Exclusive discounts on BT products and services.
- Professional development and training opportunities.
- Access to a range of wellbeing programs.
- Cycle to work scheme and other lifestyle benefits.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
⚠️ Important Disclaimer
Welcome to Courierser Jobs. We publish job opportunities aggregated from public sources, employers, and job portals. We never charge any fees to access or use our website; all information is provided entirely for free.
Courierser Jobs does not directly offer or manage these positions, nor are we directly involved in the hiring process for the vacancies published on https://job.courierser.com.
If you suspect a fraudulent listing or have any questions, please contact us at techturna@gmail.com.