Management Information Analyst

Full Vacancy Description

Job Description                    Management Information Analyst

1. Ensure the Customer Service reporting suite is maintained, accurate and up to date

2. To work with Customer Service managers, to specify and co-ordinate production of performance related data including interpretation and analysis of the data

3. Support Operational Managers in their line management duties through the provision of relevant and accurate management information reports in a timely manner

4. Undertakes detailed analysis of management information reports produced, including accurate forecasting, highlighting and raising awareness of trends

5. Provide input and insight in to the production of reporting requirements for and with the Operational Management Teams

6. To contribute to the development and use of management information to improve service performance and planning

7. Deal with requests for data and/or analysis from a range of stakeholders both within the Council and external organisations

8. Understand and analyse the relevant performance figures and assist in developing innovative ideas for improvement.

9. To assist in defining and agreeing management reports, performance measures and customer information needs for migrated services moving into Customer Services.

10. To participate in local performance management groups and other meetings as requested.

11. Work with colleagues, system administrators and suppliers to support continuous improvement in processes and systems so that there is effective delivery of Management Information.

12. Responsible for the updating and editing of knowledge management systems and internal/external websites for Customer Services, ensuring information is presented in a easy to understand format

13. Participate in ad-hoc service improvement projects with minimal direction and supervision.

14. To provide staff training on a range of Customer Service / Corporate systems, processes and procedures

15. To carry out any additional duties not listed above as allocated by the Customer Service Management Team that is in line with the purpose and grade of the post.

Demonstrable understanding of key metrics that drive a multichannel contact centre and customer service agent performance

Experienced in interrogating and manipulating data from multiple sources to achieve required outcomes

Clear understanding and ability to apply basic principles of resource planning a commitment to customer service and an understanding of quality issues within a contact centre environment.

Demonstrates high levels of self reliance and contributes to building strong relationships with internal and external stakeholders

A high level of attention to detail and the ability to deliver results within the agreed timescales, working accurately under pressure.

Understands the importance of quality management information to enable evidence based decisions to be made

Demonstrable focus on delivering high performance against challenging key performance indicators Sets and maintains high personal standards of performance and conduct.

Experienced and comfortable working with a range of management information systems and knowledge management databases

Demonstrable high level of competency in the use and manipulation of data in ExcelCan express information in writing that is appropriate, structured, concise and easy to understand Clear understanding of equal opportunities and is committed to achieving equality of opportunity in service delivery

Makes informed decisions or recommends courses of action within own sphere of activity.  

Is prepared to take responsibility for decisions.

Can make a decision after gaining sufficient information, and does so frequently.

Works to team objectives as well as own

Able to encourage team working by developing a sense of collective responsibility

Demonstrates uses understanding of contact centre technology to track inquiry distribution and plan capacity requirements and shift patterns.

Ability to draw and present conclusions from wide spectrum of data available.