Reporting (and MI) Lead- Contact Centres

A key role in a high profile and major transformation programme in one of the UK's most iconic brands. The programme is based around the replacement of this organisation's current website as well as a number of related systems such as order management and product management.

As part of this programme, the current Customer Services solution is being replaced by a suite of applications covering almost all aspects of the Contact Centre process. This will effect the functions that facilitate the delivery of this challenge including training, reporting and knowledge management. The customer services solution is delivered via a large volume contact centre network comprising of in-house and outsourced centres.

The purpose of this role is to review existing reports and management information produced by the current customer services systems and define with the users the new reporting suite required from the new knowledgebase system. You will then provide guidance to the IT build of the reports and build the business operating manuals and knowledge articles for the end users.

You will also ensure the reports are fit for purpose for the business as part of the user acceptance testing and work with the business team to roll out the reports.

The scope of the role covers all reports produced by customer services for incremental use within the contact centre operation and to provide insight into other business areas including but not limited to, eCommerce.

ACCOUNTABILITIES:

- To sign off Reporting suite with key stakeholders
- To define reporting requirements and develop clear Report Definition Documents
- To support the design, build and UAT for reporting
- To line manage a reporting analyst.
- Stakeholder engagement and management
- To represent the customer at all times and help deliver a world class Customer Experience
- Solution will be used within a multi-site, inhouse and outsourced UK and offshore contact centre structure.

SKILLS AND EXPERIENCE:

- Critical - Strong Contact centre operational experience
- Critical - Experience of defining operational and MI reporting suites for Contact centres
- Critical: strong communication skills. Ability to communicate complex subjects clearly and succinctly
- Excellent facilitation skills
- Proven project management experience

This role is a fixed term contract that fits with the timescales of this transformation programme. There is the possibility of a BAU Head of REporting/MI perm role upon completion of the contract.

WE ARE ACTING AS AN EMPLOYMENT BUSINESS.