Serco’s Citizen Services team are currently recruiting for an experienced Senior MI Analyst to join our existing UK & Europe Division.
Key Accountabilities
1. Maximise the use of PowerBI tools across all contracts and ensure all relevant processes are adhered to. Administrate the CRM (Contract Report Manager), ensuring all access matrices for reporting are kept up to date.
2. Maintain regular communication with all stakeholders in area of expertise providing regular business commentary.
3. Completion of Operational requests (OWL’s, emails etc) within agreed SLA
4. The role is part of the OutPerform Solutions Team, and may well be asked to support other functions, including Planning.
5. There will be a requirement to travel to other Serco sites, and on occasion client sites.
6. Manage the data warehouse, CRM and existing reporting suites
7. Owns and produces a suite of reporting Packs with % accuracy and quality.
8. Maintenance of all Mailboxes & OWL within timescales and agreed guidelines.
9. Ensure packs and outputs meet requirements and they add value.
10. Ability to manage own workload, prioritise and proactively set expectations to key Stakeholders
11. Ability to communicate with most levels of internal management & analysts, Client and Serco Operations on a professional level.
12. Contribution to the on-going development of the Outperform Solutions team, ensuring best practice is followed.
13. To become “Trusted Partner” of Operational Managers and other work-stream areas both when called upon and in a proactive manner.
14. Build relationships with senior management, clients and own teams, to the highest standards of integrity and professionalism.
What I need to do the role?
15. Understanding and experience of SQL, especially database architecture and query / stored procedure writing
16. Understanding and experience of Power BI, especially with regards to building data models and associated outputs
17. Ability to manage workloads, prioritise and proactively set expectations to key Stakeholders.
18. Analytical thinking and the ability to provide cost effective and value add recommendations.
19. Excellent Communication and Organisational skills.
20. Understanding of Business Processes and Contact Centre metrics.
21. Good Microsoft Office skills, particularly use of Microsoft Excel; advanced formulas, Power Query, VBA
22. Good working Knowledge of WFM (Work Force Management), planning principles and various methodologies like Erlang, Workload, Shrinkage etc. would be desirable
What we offer:
23. Up to 6% contributory pension scheme
24. A range of benefits to support the health and wellbeing of you and your family such as an Employee Assistance Programme, health app, health plans, annual leave purchase scheme and more
25. Access to a huge range of discounts and exclusive deals such as Merlin Attractions, mobile phone, cinema, leisure, shopping and hospitality discounts.
26. A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
27. Professional and personal development opportunities, including training and coaching opportunities to help you grow in your career.