Data Analyst Job Title: Data Analyst Location: Suffolk Job Type: Permanent We have an exciting opportunity for an experienced Data Analyst to join one of our clients, based in Suffolk. About the Role The core responsibilities of the role are to work closely with the Operations Management Team and to bring analytical capability to the Operations framework. This includes but is not limited to generating/cleaning/transforming and modelling Operational data with the goal of determining insights, suggesting conclusions and supporting decision-making. A key component of the role, is having a firm grasp of the data at hand within the business and integrating, forecasting and validating Real Time and historical data at all steps. You will ensure the validity and confidence in the data through the provision of MI regularly and when required visually display the information in a concise and appropriate manner designed to suit the recipient(s). You will identify opportunities to streamline processes, take ownership of data-led Operational projects including forward-look capacity planning, and work closely with key stakeholders internal or external to deliver optimal outcomes and drive next-generation initiatives. Key responsibilities include: Responsible for short and long term reporting/MI of work volumes (Inbound and Outbound calls, email, live chat), FTE, Average Handle Time, £ performance at both our client and their chosen Outsource provider Responsible for the preparation of short and long term forecasting, specifically on Capacity planning at both our client and their chosen Outsource provider Responsible for reporting, analysing metrics and identifying trends within Operations Create standardized and/or automated reporting using SQL/SAS/R to generate regular reporting in the form of detailed reports or dashboards Providing ad hoc queries to pull data from host systems (ie Dialler, Debt Systems) using SQL, SAS and/or R Code Preparation of PowerPoint presentations for weekly/monthly updates as well as ad-hoc basis to provide key insights into Operational performance Participate in cross-functional team projects involving the use of Operations and Collections initiatives and/or Data Work alongside other Analytics teams to ensure business KPIs are linked back into the micro-management of team performance Ensure all tools, processes and procedures used to analyze and report on Operations performance are properly documented Communicate and provide feedback effectively to Operations Management team Interfaces with vendor to maximize customer satisfaction surveys (NPS, Trustpilot, etc.) Supports continuous improvement to achieve consistently excellent customer and employee satisfaction; identifies and recommends improvements in processes by providing highly analytical, insightful and strategic data. What experience, skills, qualities or qualifications are we looking for? The ideal candidate will hold a postgraduate level qualification in a highly quantitative field such as Statistics, Economics, Mathematics or Engineering. Successful candidates will need to have significant experience (at least 3 years) in the collation and interpretation of complex information, preferably with experience of workforce planning in a multi-site environment. Experience, knowledge and a strong understanding of call centre operations is highly advantageous. You will have a background working with SAS/SQL to manipulate complex datasets, have proficiency with the Microsoft Office Suite and have some experience with Reporting Services, MS Visual Studio, SAS Visual Analytics, Qlikview and/or Tableau for building advanced MI for the business. Experience in major infrastructure upgrades and change management with knowledge of scheduling principals and shrinkage impacts is also key. Gathering information for Ad Hoc data requests in a timely manner is a regular element to the role. This will require good teamwork and collaboration skills to successfully work with management to prioritise business and information needs. You will also have the ability to work autonomously to meet the expectations of key stakeholders You will also need to demonstrate the following: Strong analytical skills with the ability to collect, organize, analyze and disseminate significant amounts of information with attention to detail and accuracy Ability to react at short notice to changing forecasts Excellent communication skills across all business levels Able to convert data into information and provide insights. Strong negotiation skills to facilitate change in line with service need. Manage/prioritize workload effectively and work under pressure to meet deadlines and/or manage multiple projects at one time Ability to anticipate and resolve problems