Junior MIS Reporting & Workforce Analyst

Customer Service 1 · London, London, City of
Department Customer Service 1
Employment Type Full-Time
Minimum Experience Experienced

Hi there! Thanks for stopping by our job advert.


We’re Community Fibre and our mission is to bring better internet to everyone. You won’t find any old and slow copper technology here. Our network, which we own and have built, is 100% full fibre. We install it directly into our business customer’s premises and into our consumer’s homes. We provide market leading broadband speeds, at the best prices with a real focus on customer experience - we are consistently the No1 Internet Service Provider on Trustpilot as rated by customers. And as a result we are growing fast.


We are passionate and love working with local communities … the clue is in our name.  We want to bridge the digital divide in society and make Gigafast internet accessible to all. We also love it when local residents become team members of Community Fibre - over 20% of our talent is from communities that we serve.


We are not the new kid on the block, we were established in 2013 and have been disrupting the Broadband industry in London since then. Some recent key achievements include:


  • We raised £400m investment in 2020 from large institutions to secure our ambitious growth plans.
  • We have acquired over 650,000 wayleaves across Local Authorities, Housing Associations and Private Landlords in London to support that growth.
  • We have deployed our 100% full fibre network to over 500,000 premises to deliver the growth, which is rapidly moving towards 2.2 million by the end of 2024.


We’re proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard working team players to join us and be a part of our growing business.


Job Purpose: 


Our service team is a seamless extension of our brand, committed to service excellence and passionate about delivering relationship-based service, rather than transaction-based interactions. We aim to provide a high-touch experience for our customers each and every time, personifying what it means to be a trusted advisor in answering questions, solving problems and recommending plans and upgrades that meet our customers’ needs.

 

We are looking for a junior MIS reporting and workforce analyst who will support the daily reporting needs of the call centre Managers, review workforce needs and build shift schedules helping the leadership team to manage efficiently our inbound call volume. Assist with the updating of KPI reports and ensure the consistent delivery in a timely manner. Work closely with the Head of Customer Services  and the senior MIS Operations & WFM Analyst to review departmental reporting needs.

 

A genuine love of data is a must, you also love finding the story that data can behold. You pull reporting together that’s accurate, concise and that has a narrative (along with a graph or two). As a result you’re super inquisitive and love the difference that working in Real Time can bring to both our Customers and Agents experience.

 

Excellent communication skills are a must -you are able to engage with your stakeholders and are able to clearly present ideas, theories, and technical information. If you spot a theme that’s affecting performance, then it’s your responsibility to surface this up as quickly as possible.

 

Duties and responsibilities


  • Monitor our contact centre’s demand levels in real time.
  • Pro-actively engage with management team to improve utilization.
  • Perform continuous analysis of staff utilization, noting trends and suggesting improvements.
  • Maintain an accurate absenteeism log and notify managers for identified trends. Maintain historical data for forecasting purposes
  • Undertake analysis of the days performance vs planned performance vs requirements to be able to re-forecast on an intraday basis and make recommendations to ensure optimum performance
  • Consistent and accurate Daily/Weekly/Monthly reporting
  • Complete all MI and reporting.
  • Actively improve existing reports and make recommendations for change
  • Statistically analyse reports to identify trends
  • Undertake ad hoc MI duties and projects as and when required
  • Strive for excellence in reporting by the design & build of MI/BI reports & dashboards as requested
  • Management of own workload to ensure work is being completed to the agreed Service Levels (SLAs) and quality standards; producing KPI deliverables on a daily, weekly & monthly basis to agreed timetable

  

The experience we’re looking for you to bring:


  • Bachelor’s Degree or Equivalent experience
  • Advanced Excel skills
  • Knowledge of Call Centre Operations both inbound and outbound
  • Omni channel experience
  • Experience working with WFM tools (Aspect preferably)
  • Forecast modelling
  • Lean and Six Sigma Practitioner
  • Experience working with large teams preferred
  • Advanced SQL Desirable
  • Stakeholders management
  • Flexible work from home but the ability to visit London as and when required


Why join us:


  • You get to work with some of the best technology in the market
  • Be part of an exciting scale up business where you can bring your ideas, bring your knowledge, we value your contribution
  • We all love time off whether that’s going on an exotic holiday or a staycation, you’ll get 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days
  • Birthday leave, our treat to you
  • Keen cyclist, join our cycle to work scheme
  • Flexible WFH policy
  • Enjoy the perks of Vitality health
  • You get to work with an amazing bunch of people


What happens next:


You’ve done your bit so sit back and relax, we will review your application and come back to you.


If we think you’re not quite right for the role you have applied for but may be a better fit for another, we’ll definitely let you know.


Want to know more about a career at CFL, check out our careers page: https://communityfibre.co.uk/jobs


We are an Armed Forces friendly organisation.


We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds

Thank You

Your application was submitted successfully.

  • Location
    London, London, City of
  • Department
    Customer Service 1
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced