Experienced contact centre analyst who is dedicated to exceeding objectives. Produces timely and accurate management information used by Managers up to executive level to support and improve contact centre performance. Skilled in several technical analysis tools and confident in recommending suitable proposals and solutions to improve existing processes and develop new strategies. KEY SKILLSAnalysis - Highly proficient in analytical capabilities, providing investigative reporting on business performance levels to senior management through multiple communication methods such as executive packs, commentary and dashboards Communication - Approachable, and a constant point of referral for colleagues. Works closely with the business to identify management information required, experienced in presenting analysis to audiences of varying levels Stakeholder Management - ensuring links with key stakeholders including IT, MI functions, Service Centre Managers and Function Leaders are improved and maintained whilst guaranteeing outcomes are mutually beneficialPlanning - First-rate planning skills executing through 9 years’ experience in a Resource Planning area, delivering solutions for a contact centre of approx. 1170 people, consistently delivering against challenging “Service Levels”Technical Skills - Experience of multiple tools and systems with the capability to pick up new technical skills quickly. Proficient in Data Warehousing Systems, examples including Cognos. Microsoft Office (Excel, Access, Word, PowerPoint) incl. Macros / Pivot Tables etc. Workforce Management Systems – eWFM. Telephony Platforms – Avaya and Genesys. Call monitoring tools – CentreVue and Emulator