Data Analyst
CurrentFulfilled both Team Lead and Data Analyst roles simultaneously, managing both teamsManaged the outbound Sky ROI Broadband campaign during 2023, which was the campaigns most successful year since 2017Adept at using Excel to create reports to track performance, and present large amounts of data as presentable statisticsUsing data analysis to spot trends, issues and inform reportingProvide coaching and development to team members, while also providing an open and welcoming environment involving both work from home and in-office membersPersonalise coaching sessions to each team member weekly using their stats, calls and personality to plan the sessionsManage weekly targets and incentives involving liaising with management and resource planningAdept at presenting team's performance through daily manager meetings, team briefs and Sky client performance reviewsAdaptability to help in unexpected situations, e.g. providing new hires with training or managing two teams at onceIdentify when workload needs to be distributed to ensure completion, e.g. delegating work while a member of staff is on sick leaveSpot potential in agents, helping them to flourish in valuable new rolesExperience with dealing with conflict or having difficult conversations, e.g. disputes during disciplinary discussions or manager calls with customersLiaise with HR on relevant issues. Take part in HR meetings and follow HR processes for disciplinary proceduresManage team’s attendance, ensuring schedules match hours worked and communicate with resource planningCheck pay and resolve payment disputesResolve agent IT issues by troubleshooting, raising tickets and reporting to the IT departmentPunctual. Flexible to adapt my schedule when needed and ensure deadlines are met
