Business Analyst

Key Roles and Responsibilities:

As part of the Shared Services Team, the role of the Business Analyst is to ensure the availability of operational reporting and to undertake detailed analysis of Front Line information on an ongoing basis, to the Ops Support Manager, Head of Operations and Business Process Outsourcer (BPO). The Analyst will be responsible for producing accurate and timely reports.



Key Role Tasks and Activities:



•· Ensure the availability of ad-hoc and standard reports on a daily, weekly and monthly basis.

Monthly collation and agreement of actuals with the countries including the inputs to the monthly management pack/Dashboard.
Analysis of reports to track planned RCA levels and NRCA and RRCA by country and to identify any deviations against plan
Preparation of analyses for presentation to management as required.
Production of trend data by country on a weekly, monthly and yearly basis.
Liaise with senior management in the design and production of management reports/presentations
Liaise with the Product Performance Team to identify any performance issues which may impact technical support teams.
Liaise with Product Performance Team on new product launches, ensuring the Front Line related data is correct, that the relevant systems reflect the correct data and that the necessary updates are made to the RCA targets and planning.
Analysis of all Front Line CSL's, KSL's and KPI's on an ongoing basis.
Delivery of Performance reporting and relevant analysis to Vendor.


Education and Experience:

Essential
Educated to Leaving Certificate level and be able to demonstrate an aptitude to learn the role.
High level of EXCEL , Visual Basic for Excel and Microsoft Powerpoint
Fluency in English, written and oral.
PC capable & analytical experience


Desirable
Fluency in a 2nd European language
Thorough working knowledge of a customer focused environment.
Experience in a multinational Contact Centre environment.
Financial Responsibility in previous role/Financial qualification

For more information, please call Viera on 016729000 or send your CV to viera@kaizenrecruitment.com

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