Job Title

Jnr MI Developer (Entry Level) Location: Home basedDepartment: WFM and MIReports to: Director of Business InsightsContract: PermanentClosing date: (TBC)Job OverviewThe role of the Jnr MI & Data Developer is to provide support to our Lead Developers with data, reporting and insight that supports both the creation of robust resource plans and effective performance management within the Operation.This support to the operational team will largely be driven through the production of bespoke data, insight and analysis. This insight, delivered to senior stakeholders, will be used to improve forecasting, eliminate process inefficiencies and maximise the output and success of the planning and operational teams.The support to our call centres and operations is through daily and weekly reporting at a client/site level on operational performance including;Call queue performanceStaffing and adherence performanceShrinkage and absence analysisEarly Life and Glide Path performanceAgent KPIs and insight, such as AHT, Resolve Rate, Transfer Rate, NPS, Quality Measures, and all other measures bespoke to the client requirements.This is a key role in being able to highlight areas of opportunity within the performance of the team as a whole by providing agreed KPIs in a timely manner with supporting commentary and insight.Key Stakeholders:Operational TeamWorkforce PlanningBest PracticeTransformation TeamSupport Function LeadsClientsKey Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)Deliver insight on current and historic performanceDeliver insight on planning effectiveness and performance efficiencyMaintain and develop our internal reports, databases and data structures to ensure they are fit for purposeMaintain and develop our internal planning tools in excel and other formatsDeliver new reporting through PowerBI as part of TPs global strategyWorking closely with the operational teams to ensure that the plans are well defined, clearly communicated and executed wellConduct ad-hoc analysis on performance variance, and improvements to planned forecasts or schedulesDevelop and improve the presentation, relevance and effectiveness of agreed operational KPIsProvide analytical support for WFM, Best Practice and Operations Administration keeping all system information accurately updatedEnsure presentations are fit for purpose and the audienceManage the collation of effectiveness measures across Planning and Service DeliverySteer as part of the wider team our direction and prioritiesMain Job Requirements and Required SkillsUnderstanding of SQL / MSQL query building and data management.Strong excel skills including VBA preferable.Business Objects, Azure, PowerBI experience or similar desirableStrong analytical and data mining skills..Previous experience of data analysis and/or reporting within a call center environment.Excellent knowledge of Microsoft applications, especially Excel and PowerPoint.The ability to create complex reporting models.The ability to work under pressure to tight deadlines.A proven attention to detail.Commercial awareness and customer focus.Who are we?We are experts in people interactions, and this gives us the edge in delivering superior customer experience in every contact. We constantly invest in research and development and get a deeper understanding of customers thoughts, behaviours and needs, across different countries, industries, channels, and generations. Our knowledge, technology, and market expertise, built through years of experience, allow us to successfully provide unique interactions all over the world.What we offerComprehensive initial training.Recognition schemesOn-going coaching and development and genuine opportunities to develop your career with the companys management programmesDiscounts on top retail brands28 days holiday inclusive of bank holidays, rising to 30 from year 2Pension SchemeSports & Social SchemeRefer a friend and Earn scheme Up to 900 for each individual referredDiscounted holidays, flights and hotelsDiscounted utility billsDiscounted cinema ticketsYou can follow us on:Twitter https://twitter.com/TPcareersUKFacebook https://www.facebook.com/teleperformanceukcareers