Public Sector - Public Sector IT
· Job type
Sales and Retail
· External Reference
Lead by example as part of a highly skilled analyst team. Utilising raw data sources to provide detailed insight to account and agent performance, using different methods of analysing data, ensuring that the detail can be interpreted and fully understood by the audience.
Responsible for ensuring the maintenance and administration of the STORM platform. Ensuring all relevant updates are completed in a timely manner and understanding the financial implications of failing to deliver on these processes.
Working with the business to understand CCaaS / STORM requirements to deliver on the Contact Centre processes for telephony setup and report delivery.
Responsible for the delivery of tasks of account product menu and ad hoc activities requested via OWL/other means of communication (ROD), ensuring reflective AHT's are updated accordingly, stakeholders are informed on a regular basis, and workload is effectively managed as not to impact on delivery of other activities required in the business.
Pro-actively engage with key stakeholders and the wider business to understand their MI requirements, and make recommendations to help deliver on operational and customer targets.
Working as part of a team, share best practice and knowledge to ensure a wide coverage of skills across OST.
Support with business process to deliver adequate reporting needs.
Working with key stakeholder to push through change and transformation of new systems, including applications and existing / new telephony and WFM solutions.
Maintain and accurately report on time utilisation to ensure that the team is correctly sized to support the business in BAU and growth.
Ability to work in a dynamic environment which will require the individual to work as part of a team as well as on an individual basis.
Production of BAU reports, with 100% accuracy and quality checking.
Working on an individual level will require on call support with potential travel to other sites.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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