Contact Centre Data Analyst

In a Nutshell

We have a new opportunity for a Contact Centre Data Analyst to join our team within Vistry Services, where you can be based at any of our regional offices around the country, but with some travel to Stafford required. As our Contact Centre Data Analyst, you will analyse customer relationship management (CRM) data and customer contact performance data to enhance customer engagement, optimise marketing strategies, and drive sales growth. Play a key role in understanding customer behaviours, segmenting audiences, and aiding in the development of targeted marketing campaigns.

We are pleased to say, this role could accommodate agile working arrangements in accordance with Vistry's Agile Working Policy and subject to business need.

Let's cut to the chase, what's in it for you

• Competitive basic salary and annual bonus
• Salary sacrifice car scheme available to all employees
• Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service
• 2 Volunteering days per annum
• Private medical insurance, with employee paid cover
• Enhanced maternity, paternity and adoption leave
• Competitive pension scheme through salary sacrifice
• Life assurance at 4 x your annual salary
• Share save and share incentive schemes
• Employee rewards portal with many more benefits

In return, what we would like from you

• Behave in line with our company values - Integrity, Caring and Quality
• Hands-on experience with a MCCM (multi-channel contact management) system
• Ability to clearly articulate results and make recommendations
• Proven track record of the ability to identify and interpret business requirements into application requirements and IT solutions
• Proven ability to articulate application requirements to IT peers
• Contact centre analytics experience and or business forecasting
• Detail oriented with the ability to multi-task
• Excellent written and verbal communication with the ability to share information so that counterparts can take action
• Attention to detail with high level of accountability
• Ability to work independently and exercise discretion in performing role

Desirable

• Bachelor's and Master's Degree in Business, Computer Science, Marketing, Statistics, Technical, Economics, Engineering, Education, Mathematics, Finance
• Experience in campaign-based forecasting
• Experience in campaign test design and measurement and / or experience in marketing analytics
• Experience in business or marketing analytics
• Proficient in operating Microsoft XL, word etc
• Experience with customer contact centres and common contact centre technologies - Open CTI, CRM etc
• Extensive experience of working with a range of tools and packages to interrogate data and build report
• Strong attention to detail and proficient accuracy attributes.
• Excellent oral written and interpersonal communication skills with the ability to work with people at all levels across the company with professionalism and diplomacy
• Able to demonstrate initiative and sound judgement and independent decision-making ability
• Strong mathematical and analytical skills
• Multi-tasking ability able to plan, organize and prioritise

More about the Contact Centre Data Analyst role

• Responsible for analysing data across the CRM system (Keys). This includes collecting and analysing customer data, identifying trends and patterns, ensuring data integrity and making recommendations for improving the effectiveness of the company's CRM strategy.
• Develop an automated process for reporting on campaign results
• Identify the goals of direct client contact campaigns required to support the brand's business goals and objectives
• Work directly with Marketing team to develop and implement trigger-based client contact strategies such as new client assimilation, attrition prevention or reactivation programs.
• Perform ad hoc analyses, as needed, to support marketing efforts, and to answer questions from requestors of performance information
• Develop and produce timely customer and market reports
• Monitor daily trends in campaign performance and proactively address underlying causes of trend
• Interpreting analytics and research into usable insights, which inform strategic communication planning
• Analyse email performance at a granular level to uncover insights that will inform campaign strategy and execution moving forward
• Apply statistical analysis skills to consult on and analyse results of marketing tests across multiple channels
• Scrutinize data sets and reports to ensure accuracy, validity, and data integrity
• Work with users in the support of CRM direction around changes, issues, and enhancements and other areas that help drive the goals of CRM
• Communication of CRM system operations, features, benefits, and changes to users and stakeholders of CRM
• Create written and online documentation to support contact centre systems and operation
• Responsible for data analysis across multiple contact systems and setting appropriate standards required to meet service expectations.
• Ensuring effective monitoring in place in support of Service level and agent performance.
• Responsible for leading, monitoring and distributing reporting and analytics to leadership team and other business partners
• Utilise various call volume and AHT reports to provide updates on trends and adjustments to provide an accurate annual and monthly forecast
• Compile and present short and long-term volume projections, capacity plans, staffing requirements and hiring plan recommendations to leadership on a monthly, quarterly basis, and ad hoc basis.

Finally, let's tell you a bit more about us

We build more than homes, we're making Vistry. Being a responsible developer and award-winning employer means we live each day through our ethos - doing the right thing. Our behaviours reflect this, as well as our values of integrity, caring and quality. Shaping all we do; they empower us to develop sustainable communities across affordable and private housing. We work in a partnership-led way, and you'll recognise our renowned brands Bovis Homes, Linden Homes and Countryside Homes. Together with Vistry Works, our manufacturing operation, and the functional support of Vistry Services, we're a proud UK Green Building Council member, UK top five housebuilder with a five-star House Builders Federation (HBF) customer satisfaction rating, and winner of many awards including Top Employer, Global Top Inspiring Workplaces, and Best for Talent Attraction and Outreach.

Join us in making Vistry.

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