Contact Centre Analytics and Reporting Team Manager 48 views

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Job summary

At the Driver and Vehicle Licensing Agency (DVLA), we encourage applications from everyone, particularly groups currently underrepresented in our workforce. We pride ourselves on the positive impact diversity has and promote inclusivity and equality of opportunity for all. Our recruitment process is anonymised, which means that your name, date of birth and other personal details will not be seen by the sift panel.

Have you got experience of administering various Contact Centre platforms to generate concise and intuitive reports and dashboards?

Are you skilled at identifying trends, patterns, and outliers to drive decision-making?

Do you have a keen attention to detail and a commitment to accuracy in your reporting?

If so, we have two exciting opportunities to lead our Analytics and Reporting Teams within our award-winning Contact Centre and we’d love to hear from you!

Job description

Your primary responsibility will involve analysing and interpreting customer contact and business performance data across various communication channels such as telephone, email, and webchat.

You’ll provide expert guidance to both internal and external stakeholders. This role demands strong analytical expertise, adept communication skills, and effective stakeholder management abilities. You will be tasked with presenting insights and recommendations to senior management with clarity and impact. Your background should include a proven track record in data analysis, stakeholder engagement, and relationship-building to cater to our diverse customer’s needs. You will have expertise in managing different Contact Centre platforms to create clear and user-friendly reports and dashboards.

Responsibilities

Responsibilities will include but are not limited to:

  • Leading and supporting your team in the collation, monitoring and in-depth analysis of all customer contact and business performance data (telephone, email, webchat, etc.) and the provision of reports and recommendations on their findings.
  • Managing Contact Centre insight and analysis of data, developing and automating dashboards and driving forward data driven decision making with the availability of reliable, intuitive, and inclusive reporting.
  • Finding new ways to automate Contact Centre data collection and reporting, freeing up time for MI roles to focus on analysis and innovation.
  • Developing excellent working relationships with all internal Contact Centre and wider Agency customers and through these establish a detailed understanding of their individual requirements.
  • Ensuring that the team’s workload is managed effectively to deliver against your customer’s requirements. Leading your teams by setting direction and priorities, ensuring the completion of all analysis and reporting requirements are produced to agreed quality and timescales targets.
  • Coaching, mentoring and developing your teams to develop their performance and capability to support the provision of excellent services to all their customers.

For further information about the role please see the attached role profile.

Additional information

The Contact Centre opening hours are between the hours of 8:00 – 19:00 (Monday – Friday) and 8:00 – 14:00 Saturday. You will need to be adaptable and flexible, adjusting to the requirements of the role as and when business needs arise, as you will be required to occasionally work flexibly between these hours.

Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.

This role will be based in Swansea, and we will be operating a hybrid working model that allows you to work between home and on-site giving you greater flexibility about where and when you work, subject to business needs and this also allows for ongoing support, development, and collaboration with colleagues.

Therefore, the expectation is that you will spend a minimum of 60% of your working time based at your principal workplace (DVLA). We would encourage you to discuss the working arrangements for this role with us during the recruitment process.

Person specification

You will come to us with experience of administrating various Contact Centre platforms. Being analytically minded, you will have the ability to accurately and effectively interpret data. You love to immerse yourself in facts and figures. You are able to multitask and prioritise, with outstanding record keeping, attention to detail and organisational skills.

You are someone that has excellent interpersonal skills, being able to communicate complex information clearly and honestly, in a way that others can understand. You will be a strong communicator, comfortable and articulate when presenting findings and recommendations to your customers, including senior management.

You will lead from the front and will inspire your team to provide a first-class service. You will have the ability to coach and mentor your team to achieve performance and quality objectives to ensure both customer and business needs are met. You will be passionate about supporting and developing your team to achieve their goals.

We strive to ensure that DVLA is a great place to work where everybody can be their true self, be treated with dignity and respect, and according to their individual needs. We have a number of staff network groups run by staff to support their colleagues.

More Information

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