The Opportunity:

We are seeking a dynamic and experienced Insight Analyst to support the next phase of growth and innovation for Foundever’s markets. The ideal candidate will be an analytical thinker, naturally inquisitive, with exceptional problem-solving skills.

In this role, you will use your data analytics skills to analyse customer and colleague data to develop insights. These will enable our clients and operational teams to better understand customer behaviour, campaign performance and make better, data-led decisions.

You’ll work closely with internal stakeholders and client teams to deliver one-off or ongoing insights and recommendations with the opportunity to work across a variety of industries.

2+ years experience working with contact centre data is essential, please do not apply if you do not have this as a minimum otherwise your application will be declined.

Key Responsibilities:

Data Analysis

• Analyse data sources and dashboards, provide insight to client and operational teams

• Develop and deliver presentations to client teams, translating complex analysis into clear, business-friendly language.

• Work with our BI & reporting team to design and fine tune insight dashboards, reports, and visualizations in Power BI.

Stakeholder Management

• Project manage our Insight managed services

• Capture requirements for data analysis, develop / manipulate data sets and dashboards to address the problem statement

• Deliver insight to explain our findings and propose next steps or suggestions for follow up analysis

• Present the findings of your analysis to stakeholders at all levels from Team Managers to C-suite.

• Act as a trusted advisor to both operations and our clients, helping them leverage data to achieve their goals.

Continuous Improvement

• Support our CI team with the development, sizing and business cases for solutions to client CX & operational performance challenges

• Stay up-to-date with the latest analytical tools, techniques and trends to continuously improve the impact and efficiency of analysis.

Your profile & experience:

• 2+ years of experience in a similar analytics or Insight role.

• At least 2 years of experience working with contact centre data is essential.

• Hands on expertise in programming languages such as SQL is preferred but not essential

• Comfortable developing MS Powerpoint presentations and manipulating data in MS Excel

• Basic to intermediate knowledge of Power BI data visualisation

• Strong communication skills, both written and verbal, with an ability to influence stakeholders.

• Excellent problem-solving skills and critical thinking ability.

• Ability to work independently and manage multiple projects in a fast-paced environment.

Applicants must meet the following requirements:

• A minimum of 2 years of experience at a contact centre in a role involving data analysis, reporting, or similar analytical responsibilities.

• Candidates without relevant experience in data analysis or a similar analytical role will not be considered for this position.

• Good command of English, with excellent verbal and written communication skills.