Cargo Contact Centre Analyst Virgin Atlantic Airways Ltd

£24,300 - £27,000 · Crawley · Mon-Fri, 9.00-5.30pm

Use your contact centre analytical insight to improve our business at Virgin Atlantic Airways. Our Cargo Call Centre handles a high number of calls and deals with a wide array of customer queries. With your metrics management experience, you’ll be ideally placed to use the data we collect to predict and inform what happens next for our organisation.

In this newly created position, you’ll use eWFM to look at call patterns and marry this to optimal resourcing. Reporting on and analysing average handle and wait times, call volume patterns and trends will be a full time challenge for this role. Using your experience, you'll take a holistic view of the department to interpret this information and forecast requirements for senior decision makers, identifying process improvements, publishing KPI dashboards and implementing best practice. A varied and challenging role where strong presentation skills are a must. There will also be opportunity for some UK-wide and international travel as necessary.

A numeric degree would be beneficial to understanding and analysing call centre metrics and the ability to explain complex data and strategy in simple terms will take you far. You'll combine the confident interpersonal skills to talk to people at all levels with gravitas and leadership potential.

In return, you can look forward to real career progression and the opportunity to work on a premium brand - not to mention one of the best concessionary travel schemes in the industry.

To find out more please click apply and search using reference 80073-1.

Closing date: 14th December 2011.

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