Aspect Maintenance is seeking a sharp and analytical Contact Centre Analyst to join our team. We’re looking for someone with an agile mind and the ability to rapidly analyse data, spot trends, and ensure the accuracy of our contact centre operations. If you’re passionate about transforming raw data into actionable intelligence, this role is for you!

About Aspect Maintenance:

We’re a leading property maintenance company dedicated to delivering high-quality, reliable services across [mention your service area, e.g., London and the Southeast]. We pride ourselves on our professionalism, efficiency, and commitment to customer satisfaction.

Your Mission:

As our Contact Centre Analyst, you’ll be the eyes and ears of our contact centre, providing real-time insights and data-driven recommendations to optimize performance and enhance customer experience. Your ability to quickly analyse data, identify trends, and ensure the accuracy of wrap data will be critical to our success.

Key Responsibilities:

• Real-Time Data Analysis: Monitor and analyse contact centre performance metrics in real-time, including call volume, handle time, abandon rates, and service levels.
• Trend Identification: Identify and report on emerging trends and patterns in contact centre data, providing actionable insights to improve efficiency and effectiveness.
• Wrap Data Analysis: Assess the accuracy and consistency of wrap data, ensuring accurate reporting and analysis.
• Performance Reporting: Generate daily, weekly, and monthly reports on key performance indicators (KPIs), highlighting areas for improvement and opportunities for optimization.
• Data Visualization: Create clear and concise data visualizations to communicate key insights to stakeholders.
• Process Improvement: Collaborate with contact centre management to identify and implement process improvements based on data analysis.
• System Monitoring: Monitor contact centre systems and tools to ensure data integrity and accuracy.
• Ad-Hoc Reporting: Respond to ad-hoc data requests and provide timely and accurate information to support decision-making.

What We’re Looking For:

• Proven experience as a Contact Centre Analyst, Real-Time Analyst, or similar role.
• Strong analytical and problem-solving skills, with a keen eye for detail.
• Proficiency in using contact centre reporting tools and software (e.g., [mention specific tools if applicable]).
• Excellent data visualization and reporting skills (e.g., Excel, Google Sheets, Tableau, Power BI).
• Ability to work in a fast-paced environment and meet tight deadlines.
• Strong communication and interpersonal skills.
• An agile mind and the ability to quickly grasp complex data sets.
• Experience with contact centre wrap data analysis is highly desirable.
• Ability to work independently and as part of a team.

Job Type: Full-time

Pay: From £28,000.00 per year

Additional pay:

• Bonus scheme
• Performance bonus

Benefits:

• Company pension
• On-site gym

Schedule:

• Monday to Friday
• Overtime

Ability to commute/relocate:

• Chessington KT9 2NY: reliably commute or plan to relocate before starting work (preferred)

Language:

• English (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person