Customer Operations & Insight Analyst
RemoteLondon, England, United Kingdom
Job Summary
Extract, consolidate, and maintain data from multiple systems to generate accurate reporting on operational performance, customer behavior, and workforce capacity. Develop and automate advanced Power BI dashboards and Excel solutions using complex formulas, Power Query, and coding techniques to streamline business processes. Support workforce planning and scheduling by analyzing forecasts, monitoring productivity metrics, and managing holiday coverage to align resource levels with demand. Conduct root cause analysis to identify service risks, quantify operational impacts, and provide actionable recommendations for continuous improvement. Collaborate with stakeholders across operations, finance, and HR to translate complex data into clear insights that drive strategic decision-making.
Required Qualifications
- Strong analytical ability and confidence working with large and complex data sets
- Advanced Excel capability, including Power Query, complex formulas, data modelling and macros
- Strong Power BI experience, including dashboard development, data modelling and automated reporting
- Experience using coding, scripting or automation techniques to improve reporting processes or data quality
- Good understanding of contact centre operations, including demand, capacity, SLA, backlog, productivity, shrinkage and forecast accuracy
- Experience in reporting, resource planning, workforce analysis, operational insight or customer operations analysis
- Ability to explain data clearly to non-technical stakeholders and turn analysis into practical recommendations
- Strong attention to detail, curiosity, problem-solving ability and continuous improvement mindset
- Highly organised, proactive and able to manage recurring reporting cycles alongside ad hoc analysis requests
Desired Qualifications
- Experience with Genesys Cloud, contact centre reporting tools or workforce planning systems
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