MI Analyst

Job Description

Our businessFirst Rail is one of the UKs most experienced rail operators, carrying more than 345m passengers across four franchises (Great Western Railway, South Western Railway, Trans Pennine Express and Avanti West Coast) and our open access operators (Hull Trainsand Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper services.Our Customer Support CentreWe are continually seeking ways in which to improve the experience for our customers. Our newly formed Customer Contact Centre will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectivelyresolved.Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detectionand retails sales to individuals and corporates.Job PurposeAs an MI Analyst, you will be responsible for the analysis of data from various CRM (or similar) customer contact processing systems which you will use to generate insight into customer behaviour and contact centre performance. In addition, use data andanalysis to identify opportunities for process and service improvements.Success in this role will be the provision of accurate and timely evidence that allows the understanding of "why" certain things happen with our services, both internally and externally. This insight will support the centres strategy for growth and customerservice.Key Accountabilities

• Take on data mining and analysis objectives and see them out until completion.
• Maintain Daily, Weekly & Periodic MI and reporting infrastructure.
• Conduct real time analysis of customer contact and system/people processes through side by side working and observation of our Contact Centre agents.
• Understand how our customer contact systems operate and the business processes and activities they support.
• Be the subject matter expert on our data sources and content.
• Use customer insight and analytics to identify areas of opportunity to improve quality or efficiency.
• Drive data adoption within the operation to ensure business decisions are based on accurate information

Key relationshipsInternal

• Director-FCC
• Head of Operations
• HR Manager
• Learning & Development Manager
• Fraud and Quality Managers
• Operations Team Managers

Competencies and capabilities required

• Ability to concentrate and focus on complex data sets for long time periods.
• Enthusiastic, proactive and passionate about working with highest standards of quality, accuracy and integrity.
• Dynamic thinker and operator that can respond to emerging change or requests.
• Able to share knowledge and support others around data feeds, systems and reporting process.
• Proven ability to work under pressure and with other people, setting and meeting deadlines for self and others.
• Organised and efficient - able to effectively analyse and sort large amounts of information and maintain a reporting schedule.

Knowledge and Skills

• Strong experience and skills of using Microsoft Excel is essential.
• Experience and skills of using MI/BI tools such as Power BI, Tableau etc. desirable.
• Experience and skills of using CRM systems (i.e. Salesforce) is desirable.
• Experience and skills of contact centre systems such as Telephony (AWS Connect), Quality or WFM is desirable.
• Familiarity with Contact Centre operations and Management Information desirable.
• Working knowledge of regulatory issues, particularly data protection (GDPR).
• Microsoft Technologies - Office 365, Teams etc

Working PatternMonday to Friday 0900 to 1730, with expectation to cover half a day on a Sunday every 4 weeks (with time back offered during the week).Based in Sheffield with opportunities to work from home.