Contact Centre Analyst

Who are we:
Since the launch of Avios in 2011, we have evolved from a leader in travel rewards to a leader in loyalty. We design customer loyalty programmes, build loyalty management tools, provide loyalty tech solutions, and produce invaluable data and customer insights to maximise and leverage the ever-increasing potential of loyalty.

We've created millions of memories for members around the world, harnessing their loyalty and love for travel with hotel and flight rewards and unforgettable experiences.

Today, IAG Loyalty is continuing that growth on a global stage:

• 3000 Avios are collected every second (more than 100 billion annually) by
• 35 million members across 200 countries globally from
• 200+ partnerships with the biggest names in travel, retail, hospitality, finance and more.
• You can find more information on Avios, IAGL and our values on our YouTube channel - https://www.youtube.com/@iagloyalty7558 and at https://www.iagloyalty.com/

What does the team do:

The IAG Loyalty Customer Contact Centre consistently delivers outstanding Sales, Service and Fulfilment to a worldwide customer base. The centre employs 250 colleagues with a specific focus on customer engagement and revenue generation through our direct channels.

The Planning & Operations department is key to the success of the Contact Centre. It consists of Resource Planning, MI & Analysis & Telephony Support. It provides the engine room to enable the customer facing teams to provide world class customer service and maintain its standards as a high achieving centre.

Responsibilities:

The Contact Centre Analyst role is a key component that guides and informs commercial and operational decision making. You will play a part in these five key areas: Commercial analysis, Operational Analysis, Contact Centre commission programs and Contact Centre Data Management.

What will I be doing:

Commercial Analysis - Informing Contact Centre decision making by providing insight and trend analysis. Working alongside the Contact Centre Analytics Manager, this analysis will leverage the continuous improvement of commercial KPI's.

Operation Analysis - Drive improvement to Contact Centre efficiency by providing insight and analysis to senior management and below. This analysis focuses on call handling at an agent and department level.

Commission Programs - Processing the end to end commission reporting for all Contact Centre employees. This includes the production of monthly commission payments and guiding the Sales and Customer Service divisional managers when setting targets. A key element of this responsibility is to ensure that commission payments stay within budget this involves challenging senior managers while balancing agent morale with business objectives

Contact Centre Data Management - Working with the Contact Centre Analytics Manager to ensure all reporting is consistent and accurate to create one version of the truth. This involves the monitoring, maintenance and creation of reports and databases.

What we are looking for: (You will have some of)

• Comfortable interpreting and handling large volumes of data.
• Creative minded with a 'can-do' attitude and an ability to translate data into business language.
• Customer focused and constantly looking for ways to improve the quality and quantity of data.
• Advanced Working knowledge of Tableau
• Advanced working knowledge of Microsoft Excel including VBA.
• Advanced working knowledge of SQL query writing including Teradata SQL.
• Advanced working knowledge of Microsoft Access
• Experience with AWS and Snowflake data connections
• Knowledge of Open Data Base Connectivity (ODBC).
• Excellent communication skills with the ability to convey detailed analysis to senior managers that challenges decision making
• The ability to communicate complex concepts and ideas to all levels of the Contact Centre from agents to the head of department

This is what we can offer you:

• Annual Bonus (dependent on company & individual performance)
• 25 days' annual leave, 2 days' charity leave, your birthday off and the option to buy and sell annual leave for up to 5 days per year.
• Every 12 months you can have up to 20 days working from abroad in Europe
• Unlimited standby and premium standby fares for you and your nominees on the full British Airways network and numerous other partner airlines
• Exciting global travel industry discounts including flights with hotels, rail, cruises & tour operators also available through travel providers
• Company Pension
• Private Health Care
• Travel Insurance

• Discounts on BA flights and holidays from day one for you, your friends and family
• Life Assurance
• Cycle scheme
• New Joiner Avios/Birthday Avios/Thank you Avios

This role will be based out of IAGL's Warrington office (WA2 0XP) We have a flexible working policy where a blended approach is encouraged, with the focus on being in the correct location for the work that needs to be undertaken. This will involve a mix of office and home working

Inclusion and diversity are integral to the success of IAG Loyalty. We continuously encourage an organisational culture where colleagues with varying perspectives, life experiences and backgrounds can work together to achieve their and the organisation's potential.