Customer Contact Optimisation Analyst Location: Kettering Salary: £Competitive Closing Date: 10 April 2019 Are you looking for an opportunity with a leading global business? If the answer is YES, BSH are recruiting for Customer Contact Optimisation Analyst and this could be the ideal role for you. At BSH, we improve quality of life across the globe with our innovative home appliances, exceptional brands, and superior solutions. We are very proud of our history and what makes us the company we are today, we also have huge ambitions for the future and want to continue our growth and innovation to remain at the leading edge of our industry. Most important, however, are the people who make up BSH. Our dedicated employees live and breathe collaboration; they inspire and learn from each other. We are looking for people who share this passion, enthusiasm and collaborative approach to join our team. You will be entitled to a highly competitive basic salary and a great range of benefits including: Bonus Scheme Enhanced holiday entitlement Contributory pension scheme Access to BSH reward website with discounts on retailers, holidays etc. Training and development opportunities What are we looking for? As the successful Customer Contact Optimisation Analyst, you will ultimately be responsible for the analysis of all contact centre processes and customer contact channels to identify opportunities to drive continuous improvement in the customer journey and optimise service delivery. This will include providing support with process analysis, sharing best practice and the implementation of performance improvement projects for contact centres across BSH. Duties will include: Customer Journey mapping and Contact Centre process analysis. Performance analysis and identification of change requirements to drive improvements in customer service, efficiency and costs. Customer contact analysis to identify opportunities to improve customer journey through both on line self-service and contact centre processes. Documentation of best practice operational standards to share across BSH contact centres globally. Support the Business Optimisation Manager in driving the digital and self-service strategy through reporting and presenting findings from analysis undertaken. Who are we looking for? You will be able to demonstrate excellent knowledge of contact centre processes and systems, demonstrate proven experience in contact centre management as well as experience in contact centre performance and process analysis. You will also have: Excellent analytical and problem solving skills, being able to clearly articulate issues and propose recommendations with clarity and concisely both written and verbally. Excellent knowledge in using MS Excel, MS PowerPoint and MS Project for data analysis, presenting findings and supporting project delivery. Strong knowledge of telephony configuration, routing, skills based routing and call management technology. Good working knowledge of 'best practice' for Resource Planning, Service Delivery and Operational MI performance reporting within a multi-channel contact centre. Self-motivation and be an enthusiastic individual with strong organisational skills and attention to detail Excellent communication skills with a highly engaging and collaborative working style. The ability to articulate confidently when engaging with stakeholders at various levels within the business. If you share our values and have the drive and enthusiasm to help us fulfil our vision of significant growth, we would like to meet you. Please click APPLY below now to register your interest in the role of Customer Contact Optimisation Analyst.