Senior Contact Centre Analyst

656

Sql data extraction and transformation
Advanced excel power query and pivot
Contact centre operational metrics
This role serves as the engine room of operational performance by owning the end-to-end reporting function for a Financial Hardship Contact Centre

Job Summary

  • This role serves as the engine room of operational performance by owning the end-to-end reporting function for a Financial Hardship Contact Centre.
  • You will build standardized scorecards and use SQL to translate raw data into actionable insights for executive leadership.
  • As a newly created greenfield opportunity, you have the unique chance to shape the reporting framework from the ground up.

Matching Summary

This role serves as the engine room of operational performance by owning the end-to-end reporting function for a Financial Hardship Contact Centre.

Skills & Requirements

Must-have

  • SQL data extraction and transformation
  • Advanced Excel Power Query and Pivot
  • Contact centre operational metrics
  • Executive performance deck creation
  • Financial hardship domain knowledge

Nice-to-have

  • Tableau dashboard development experience
  • Strategic consulting to WFM and QA
  • Mentoring junior analysts
  • Agile reporting MVP design
  • Storytelling with complex data

Key Requirements

  • Experienced Contact Centre Analyst
  • Proven track record in regulated environments
  • Deep experience in Financial Hardship or collections

Work Rights

Not specified

Tailored Resume

Cover Letter