Job Description
We are seeking a skilled Data Insights Specialist to join our team. In this role, you will be responsible for analyzing and interpreting complex data sets to inform business decisions.
Key Responsibilities:
* Summarizing and presenting data outputs using data storytelling techniques and incorporating meaningful visualizations and actionable insights.
* Providing analytics and insights into operational performance and customer contact behaviors.
* Reporting and analysis to provide actionable intelligence into the causes of unexpected call demand and unplanned contact centre performance.
* Assessing impact of demand on the environment to inform forecasting and improve performance.
* Manipulating, presenting, and analyzing data to report on key drivers across multiple channels.
* Coordinating and drafting high-level correspondence and reports.
Required Skills and Qualifications
To succeed in this role, you will need:
* Experience working in the financial or government sector is highly desirable.
* Advanced knowledge of data visualization tools (such as Power BI, SAS, Tableau) and SQL.
* Experience in Contact Centre Operations, particularly in a multi-skilling/multi-site environment will be highly regarded.
* Strong communication and stakeholder management skills.
Benefits
This role offers a competitive salary and benefits package, as well as opportunities for professional growth and development.
Others
Please note that experience in reporting in a contact centre environment and advanced knowledge of Microsoft Excel (Power Query, Power Pivot) are highly valued in this role.