Productivity Improvement Analyst

Productivity Improvement Analyst

Department: CUSTOMER SERVICES

City: London

Location: GB

INTRODUCTION JOB PURPOSE

Reporting to the Productivity & Training Manager, the Productivity Improvement Analyst supports a global reporting framework, delivering accurate data and MI to Global Customer Service and wider business teams.

You will produce and enhance daily, weekly, and monthly performance reports, using data led insights to drive improvement across the Global Contact Centre network. Working closely with the Senior Data Analyst, you'll help build and maintain automated reporting, translating complex data into clear, actionable insights for stakeholders.

The role also includes preparing concise, high impact presentations for senior leadership, including EXCO and CEO reporting, to support strategic decision making.

RESPONSIBILITIES

• Produce regular and ad hoc reporting using Excel and Tableau for Global Customer Service Teams.
• Own MI reporting and analysis across Operational Performance (regional and global), Productivity, and Customer Service Financial Reporting.
• Conduct data modelling, requirements gathering, gap analysis, and develop strategies for business intelligence solutions.
• Utilise large volumes of internal and external data sources for model development and analysis.
• Identify opportunities to improve efficiency, productivity, and cost effectiveness through detailed data and business analysis, including root cause investigations.
• Maintain strong working knowledge of Customer Service technologies and systems (e.g., Vonage, SAP C4C, LivePerson) and associated infrastructure.
• Develop high quality presentations using PowerPoint, translating complex data into clear executive level insights, and confidently present findings and recommendations to Senior Leadership Teams.
• Support strategic, tactical, and operational transformation initiatives across processes, systems, and organisational structures using structured project management methodologies.
• Build and maintain strong stakeholder relationships, effectively communicating insights and recommendations to Global Regional Centres, Management Teams, and Customer Service Operation.

PERSONAL PROFILE

• Strong analytical skills with experience producing business performance reports.
• Advanced Excel / BI tools knowledge (Tableau, Salesforce analytics,Hana).
• Ability to interpret data and translate it into actionable insights.
• Excellent communication skills, with the ability to present complex insights to diverse audiences.
• High motivation and flexibility to manage changing priorities in a fast paced environment.
• Strong time management skills, with the ability to plan and prioritise multiple tasks and requests.
• A strong sense of ownership, driving tasks and projects through to completion.
• Experience in customer service operations is advantageous.
• Strong stakeholder management and communication skills.