people using computers in an office

MI & Performance Reporting Lead


Experience at obtaining bespoke call centre performance data using Smart Sync/OBDC, SQL or similar

Working knowledge of General Insurance Products and key demand drivers

Good knowledge of call centre planning methodologies and principles

Understanding of call centre telephony structures and call centre KPIs

Previous experience of working with senior contact centre managers and other key stakeholders within a busy contact centre

Experience in developing and implementing new methodologies driving understanding through the business

IEX/ WFM experience

Excel – Advanced level

Avaya/CCM client or similar

Database interrogation skills an advantage


Ability to present data in meaningful ways that can influence effectively

Excellent analytical skills able to identify key trends and impact assess changing variables

Create and maintain effective and clear reporting suite that provides Operations with excellent performance insight

Liaise regularly with operational stakeholders to ensure that reports are relevant, practical and fit for purpose

Work closely with all planning functions to ensure that all appropriate MI is provided and managed to meet their demands

Assist strategic planning lead in completing trend analysis to ensure that operational budgets and strategic plans incorporate an excellent appreciation of current business performance and trends

Support Head of Planning with any required cost benefit analysis or current performance assessment work

Build and maintain repository of key planning MI metrics, review and investigate new sources of data

Ensure accuracy, consistency, and integrity of call centre performance data, collaborating with relevant teams as appropriate (such as Telephony, MI, Finance, Business Optimisation, HR)

Work closely with Workforce optimisation manager to ensure that data extracted from IEX is accurate and fit for purpose


Timely and accurate production of work

Able to work collaboratively as part of productive team

Be able to persuade and positively influence others effectively

Demonstrates flexibility and remains positive at all times. Has a positive attitude to change.

Takes responsibility for own actions and decisions

Proactive approach to problem solving and root cause analysis

Ability to work on own initiative and prioritise workload

Demonstrates high professional standards; highly accurate, paying attention to detail.

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