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 roleDesirable…
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 prioritiseMore 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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