Operations Analyst

Do you have SQL and Power BI experience? Do you enjoy working with data and numbers? Have you previously worked in an analytical or data-focused role? If you’ve answered yes, then you could be the right person to join the Operational Analyticsteam in our Kings Hill office, ME19 4UA!  

What you can expect as an Operations Analyst:

• Salary of £32,500 per annum

• Permanent

• Hybrid – 2 days in office required per week

Not only are we offering a competitive salary and a fantastic bonus scheme, you’ll also be entitled to loads of great benefits including, discount and cash back on hundreds of high-street shops and private health insurance, plus much more.

As an Operations Analyst you will be focused on delivering analysis around our contact centres interaction rates and performance, digital outcomes and process effectiveness via both voice and non-voice channels. You’ll look to identify key trends and drivers for business performance and support the MI and Reporting Manager in making recommendations to Senior Management to develop and improve commercial and customer outcomes via data and analysis. To excel in this role, you’ll be inquisitive, creative & a great problem solver!

Key responsibilities include:

• Be a subject matter expert on data, operational analysis and agent behaviour.  Identify and communicate improvements to data and business processes, by being a central point of contact for Data, MI and Speech enhancements across Operational Functions

• Ensure the accuracy and availability of key operational reporting within the suite of Power BI reports and Call Miner platform

• Development of reports and dashboards to monitor operational performance, regulatory obligations and process effectiveness. (PowerBI, SSIS)

• Data warehouse interrogation, extraction, collection, and manipulation using Python, SQL and Excel

• Produce regular and ad hoc analysis of operational performance, efficiency measures and KPIs

• Accountable for overseeing reporting schedules run and complete in a timely manner, communicating with business stakeholders and liaising with the Data Engineering teams if and when errors arise

• Ensure good coding practices are maintained within our data model and optimizing code where possible

• Employment of appropriate quality assurance techniques to ensure accuracy and validity of results

• Support our Speech Analytics function in BAU reporting activity and live call analytics, and support in the integration and usage of speech analytics data for reporting and analysis

• Provide peer review support to ensure the accuracy of analysis delivered by other members of the Operational Strategy group

• Clear project planning and management to ensure work is prioritised and agreed deadlines met

• Work with other teams and departments to ensure results are accurate, understanding is correct, and resulting actions are implemented correctly across the business

We are looking for someone with:

• Knowledge of coding languages such as Python/SQL/SAS 

• Knowledge of data analysis & visualisation software e.g. Excel & PowerBi

• Well defined knowledge of data analysis models and data mining processes

• Strong attention to detail, employing own quality assurance techniques

• Ability to convey complex technical content in an easily digestible manner

Desirable Skills & Experience – Preferred but not essential

• Experience of constructing and presenting dashboards to senior management

What happens next?

If this sounds like you and you’d like to join our rapidly expanding company that offers excellent career progression, then apply now!

Working for Cabot:

You’ll be working for an award winning; Investors in People Gold accredited organisation. We’re passionate about the ethical treatment of our customers and employees. Our mission is to create pathways to economic freedom. Our vision is to make credit accessible by partnering with our consumers to restore their financial health.

Diversity and inclusion are very important to us at Cabot, and we value a multitude of diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone. Our policies ensure that every candidate and employee are treated fairly and with equal opportunities. 

**At Cabot we are highly regulated by our clients, as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we are unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK – we are unfortunately unable to offer sponsorship.