Operations Analyst - Contact Centre


Home Counties

£45,000 - £45,000


Lloyd Schaverien

Contact Centre Partners (CCP) is a specialist recruitment consultancy which provides permanent, temporary and interim recruitment solutions to the customer contact market place.

On behalf of our returning client, I'm seeking an experienced Operations Analyst to join this market leading business which operates across the financial services and automotive industries.

Based out of their amazing, new, state of the art premises in Hampshire, you will report to the Head of Contact Centre and be the focal point of responsibility when it comes to reporting, analysis and insight gathering for all contact centre activity.

One of the main areas of focus for you will be the ongoing analysis, reporting and performance improvement of a multi-channel collections function which consists of email, SMS, white mail and telephony.

Whilst collating relevant data, you will play an important part in ensuring an efficient workforce by working closely with the workforce planning and real time activity team. You will be required to create effective forecasts; conducting BAU impact analysis while continuing to monitor performance, risk and driving improvement to overall quality.

It would be beneficial if experience with dialler systems is present for outbound contact centre activity. Previous exposure in working within a FCA regulation environment is preferred.

Technically, you must be experienced in advanced excel and have a good working knowledge of SQL whilst culturally, have a confident ability to engage, support and communicate with key stakeholders for various projects and divisions.

If this something which has grabbed your attention and you're interested in this role, please apply via the link to Lloyd Schaverien, Recruitment Manager at Contact Centre Partners.

Please be aware that due to the high volume of responses we receive to roles such as this, we can only respond to those whose skills and experience meet the requirement of our client.