Jnr MI Developer (Entry
Level) Salary:
R25,000 - R35,000 depending
on experience / qualifications Location:
Home
based Department:
WFM and
MI Reports
to : Director of Business
Insights Contract:
Permanent
Closing date:
(TBC) Job
Overview The 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
performance
Staffing and adherence
performance
Shrinkage and absence
analysis
Early Life and Glide Path
performance
Agent 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 KPI’s in a
timely manner with supporting commentary and
insight.
Key
Stakeholders:
Operational
Team
Workforce
Planning
Best
Practice
Transformation
Team
Support Function
Leads
Clients
Key Responsibilities and
Accountabilities
(may perform other duties as requested
not specifically addressed in this
document)
Deliver insight on
current and historic performance
Deliver insight on
planning effectiveness and performance
efficiency
Maintain and develop our internal
reports, databases and data structures to ensure they are fit for
purpose
Maintain and develop our internal
planning tools in excel and other
formats
Deliver new reporting through Power BI as
part of TPs global strategy
Working closely with
the operational teams to ensure that the plans are well defined,
clearly communicated and executed
well
Conduct ad-hoc analysis on performance
variance, and improvements to planned forecasts or
schedules
Develop and improve the presentation,
relevance and effectiveness of agreed operational
KPI’s
Provide analytical support for WFM, Best
Practice and Operations
Administration
keeping all system information accurately
updated
Ensure presentations are fit for purpose
and the audience
Manage the collation
of effectiveness measures across Planning and Service
Delivery
Steer as part of the wider team our
direction and priorities
Main Job Requirements and Required
Skills
Understanding of SQL / MSQL query
building and data management.
Strong excel skills including VBA
preferable.
Business Objects, Azure,
Power BI experience or similar
desirable
Strong 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
Power Point.
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 customer’s 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
offer
Comprehensive
initial training.
Recognition
schemes
On-going coaching and development and
genuine opportunities to develop your career with the company’s
management programmes
Discounts on top
retail brands
28 days’ holiday inclusive of bank
holidays, rising to 30 from year 2
Pension
Scheme
Sports & Social
Scheme
Refer a friend and Earn scheme – Up to
£900 for each individual referred
Discounted holidays,
flights and hotels
Discounted utility
bills
Discounted cinema
tickets This is a full-time permanent role. Applicants
must hold a valid and sufficiently long permission to work in
Ireland to enable them to perform the role on an ongoing basis.
Where work permission is due to expire shortly, the Company may
require evidence of a pending renewal application to progress an
offer.
(This role is not eligible for employment permit
sponsorship. Applicants must already have, and maintain, a valid
permission to work in Ireland for the duration of the
role.)