Customer Operations & Insight Analyst at Mountain… · London

The Customer Operations & Insight Analyst is responsible for turning Customer Care operational, customer and workforce data into accurate reporting, clear insight and practical recommendations that improve decision-making, service performance and operational efficiency.

The role combines reporting, data analysis, workforce planning, scheduling support, root cause analysis and continuous improvement. It will extract, consolidate and maintain data from multiple systems, develop Power BI dashboards and automated reporting, and provide analysis that helps leaders understand demand, capacity, customer behaviour, productivity, service risk and improvement opportunities.

Key Responsibilities

Data, Reporting and Insight

• Extract, consolidate, validate and maintain data from multiple systems to provide accurate and reliable reporting.
• Analyse operational and customer data to identify trends, risks, opportunities and areas for improvement.
• Produce clear, actionable insight and recommendations that support operational, planning and strategic decision-making.
• Monitor and report on key performance indicators, highlighting performance movement, emerging risks and improvement opportunities.
• Translate complex data into simple commentary, options and recommendations for operational leaders and senior stakeholders.

Power BI, Excel and Reporting Automation

• Develop, maintain and improve advanced Power BI reporting solutions, including dashboards, data models, calculated measures and automated reporting outputs.
• Use advanced Excel skills, including complex formulas, Power Query, data modelling, macros and structured reporting templates where appropriate.
• Apply coding and automation techniques to improve reporting efficiency, data quality and repeatability of business processes.
• Identify opportunities to remove manual reporting, simplify processes and create more resilient reporting solutions.
• Maintain documentation for key reports, dashboards, data sources, assumptions and recurring processes.

Workforce Planning, Scheduling and Holiday Management

• Support Customer Care workforce planning and scheduling activity to ensure resource levels align with forecasted demand, service level targets and operational priorities.
• Maintain and review forecasts, capacity views and staffing requirement analysis across channels, brands and regions.
• Monitor workload, productivity, shrinkage, absence, holidays and planned activity to identify resource gaps and service risks.
• Oversee holiday planning and management processes, balancing colleague requests with operational coverage requirements.
• Provide evidence-based scenarios and recommendations relating to overtime, recruitment, schedule changes or temporary support.

Operational Analysis and Continuous Improvement

• Conduct root cause analysis to identify underlying issues, quantify operational/customer impact and recommend corrective actions.
• Support operational teams with data-driven analysis to inform planning, performance management, SLA recovery and strategic initiatives.
• Identify contact drivers, repeat demand, backlog movement, service failure points and opportunities to reduce avoidable contact.
• Work with systems, automation and operational performance colleagues to improve data sources, dashboards, workflows and business processes.
• Support business cases, change activity and project work with clear analysis, impact assessment and performance insight.

Stakeholder Collaboration

• Collaborate with stakeholders across Customer Care, Business Improvement, Operations, Finance, HR, Recruitment and wider business teams to understand reporting requirements and deliver effective analytical solutions.
• Act as a subject matter expert for operational reporting, workforce analysis, dashboards and insight queries.
• Provide challenge where assumptions are not supported by data and help stakeholders understand the impact of demand, capacity, shrinkage and productivity changes.
• Present insight confidently in a way that supports clear actions and decisions.

We would like to meet someone who is

• Strong analytical ability and confidence working with large and complex data sets.
• Advanced Excel capability, including Power Query, complex formulas, data modelling and macros.
• Strong Power BI experience, including dashboard development, data modelling and automated reporting.
• Experience using coding, scripting or automation techniques to improve reporting processes or data quality.
• Good understanding of contact centre operations, including demand, capacity, SLA, backlog, productivity, shrinkage and forecast accuracy.
• Experience in reporting, resource planning, workforce analysis, operational insight or customer operations analysis.
• Ability to explain data clearly to non-technical stakeholders and turn analysis into practical recommendations.
• Strong attention to detail, curiosity, problem-solving ability and continuous improvement mindset.
• Highly organised, proactive and able to manage recurring reporting cycles alongside ad hoc analysis requests.
• Experience with Genesys Cloud, contact centre reporting tools or workforce planning systems would be advantageous.

Benefits

• Competitive salary and benefits package
• Fully remote
• Holiday allowance
• 50% staff discount & 25% for family and friends
• Pension scheme