About Conduent:
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
Job Description:
*MI Analyst *
Contract: Initial 12 month fixed term contract
Location: Remote within the UK
*Closing date for applications: 30th January 2024 *
*The MI Analyst will have a good understanding of all business reporting needs and will be accountable for the accuracy and quality of all outputs while also looking for new and innovative ways to gather and present data. The MI Analyst will also be working closely with the client and internal teams throughout Europe, for example, the Social Media team delivering innovative insights and presenting the data both accurately and to a high specification. *
*Accountabilities: *
Delivering timely and accurate reports
Managing ad-hoc requests from both client and operations
Successfully act as an external or internal customer liaison. Also act as liaison for the many stakeholders we have
Delivering client centric insight and product specific insight
Presenting information to the client via Video Call or Face to Face
Proactively gaining trending contact information from agents to support insight to client
Coming up with new workflows/platforms and possible ways to increase customer engagement and sales
Experience Required for the Role:
Demonstrable experience in a dedicated MI/Analyst Role
Organization and prioritization skills
Advanced user of the MS Office suite, especially Excel, PowerPoint & Power BI
Proficient user of Social Media Platforms such as Sprinklr
Familiar with Call Center Customer Management Systems such as Salesforce but also other tools including SAP and JIRA
Ability to communicate professionally with the client and all other internal and external stakeholders
C1 CEFR English Language Proficiency. An external language assessment may be requested as part of the recruitment process
*Desirable Experience: *
Experience in a call center and an understanding of how a call centre operate
Understanding of key call centre metrics and how they impact the business
Knowledge of Conduent and/or other analytical reporting tools used in the Automotive sector
Understanding of Social Media tools, Keyword enhancement and Search Engine Optimisation (SEO)
*Competencies: *
Takes ownership of the outcome rather than simply the task and holds self and others personally accountable for actions and deliverables
Questions basic assumptions about work and how it gets done, drawing conclusions based on their analyses
Engages across the whole operation and works together to support each other and share ideas
Is intellectually curious about how things are done and seeks to solve issues efficiently; thinks logically, breaking things down into manageable parts and applies sound reasoning
Continually seeking to improve customer service, sales opportunities, oneself and others.
Uses expertise to provide solutions to problems and takes action that delivers enlightened outcomes
Makes decisions with the customer in mind, understanding the goals of the customer
What we offer you:
28 days paid holiday per annum inclusive of bank holidays
Annual holiday increasing with each completed year of service
Workplace Pension-Automatic Enrolment
Life Insurance scheme
Employee Assistant Programme – Free and strictly Confidential to all Conduent Employees
Free eye test
Dental benefits scheme
Access to comprehensive learning, training and development
Excellent internal Apprenticeship Programmes available and ongoing personal development opportunities
Closing:
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . You may also click here to access Conduent’s ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf) .
At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.