Operations Analyst

Click on the link to view in BSL: Operations Analyst Role

Company Summary

Sorenson Communications, SignVideo, and Sign Language Interactions are committed to connecting people every day through communications access 24/7/365. Our customers rely on us and our innovative technology to quickly deliver accuracy in every conversation. We are industry leaders because, in all our endeavors, our customers sense our passion, our care, and our commitment. This dedication extends to our workplace. Our employees are united and proud to be part of important human interactions and understand that everything we do to facilitate communication creates connections and enhances relationships between people.

Role Summary

As a key member of the Operations team, the Operations Analyst will be responsible for the production and detailed analysis of a large suite of complex reporting required for internal teams and external clients. Through skilled application of analytical and problem-solving skills, the Operations Analyst will assess on an ongoing basis the performance of services Sorenson provide to our customers and identify improvements and/or areas where corrective actions may be required.

Job Title:Operations Analyst

Hours: 37.5 hours per week/Full Time

Report to: Director of Operations

Department: Operations

Salary: £30,000- £35,000

Job Start: ASAP

Application Closing Date: 19/02/2024

Candidates must be eligible to work in the UK. We will not be able to provide visa sponsorship for this position. Due to the volume of expected applications, only selected candidates will be contacted.

Duties and responsibilities:

• Manage, produce and perform detailed analysis for a large suite of complex reporting required for internal teams and external clients, including:
  o Internal reporting of core metrics and performance against internal KPIs
  o Performance reports for external Enterprise clients
  o Service usage reports for external Enterprise and Consumer clients
  o Reports required to support client invoicing processes
  o Data to support investigation of issues
• Conduct detailed analysis and provide data-driven insights which identify improvements and/or corrective action recommendations for the services that Sorenson provide our customers.
• Provide detailed report requirements to the Operations team Data Analyst (responsible for report automation in a BI data visualisation tool), then conduct in-depth validation testing prior to implementation.
• Clear and concise written and verbal presentation of internal reporting to stakeholders and management.
• Review Operations reporting team processes and suggest and implement improvements.
• Document analysis and communicate effectively to a non-technical audience.
• Understand and operate within compliance safe guards for customer information for Sorenson’s highly regulated businesses.
• Other duties as assigned

Education & Experience:

• Minimum: 3 Year / Bachelor’s Degree in Mathematics, statistics, economics, data science, computer science, information technology or a Business-related area
• 3 years experience in an Operations analyst role (or similar) with focus on production and analysis of data/reports and identifying improvements
• Proficient technical background and highly skilled with Microsoft Excel (including Pivot tables, Complex formulae, VLOOKUP) & Google Sheets (including Pivot tables, Complex formulae)

Knowledge, Skills & Abilities

Required / Essential:

• Exceptional analytical and problem-solving skills.
• Excellent attention to detail.
• Exemplary prioritisation and time management skills.
• Ability to quickly process complex information and present it clearly and simply.
• Ability to create and pull reports, interpret patterns across multiple data sources, and translate into insights stories.
• Superb verbal and written communication skills.
• A demonstrable ‘continual improvement mindset’ – a desire to continually improve systems & processes.
• Flexible and adaptive, and able to work across multiple simultaneous priorities.
• Team oriented and collaborative approach in working with others.
• Confident and innovative, with a strong sense of initiative.
• Balance working independently with an understanding of when to escalate with questions/issues

Beneficial:

• Ability to communicate in British Sign Language (BSL).
• Knowledge of Video Relay Services (VRS) and Video Remote Interpreting (VRI).
• Knowledge of Microsoft Power BI

Working Conditions & Physical Requirements:

• Positive attitude and happy disposition.
• Hard-worker with a get-it-done right mentality.
• Responsive and consistently meets deadlines with exceptional output.
• Communicates clearly, able to work with multiple personalities across all functional areas and levels.
• Self-directed. Manages time well and competing priorities.
• Respectful and passionate about helping other

We can offer you:

• Vitality Private Health Insurance

• 32 days A/L (Including Bank holiday), increasing to 33 days after 2 years

• Cycle Scheme

• Tech Scheme

• Workplace Pension

• British Sign Language Level 1, 2 & 3

• Life Relevancy Plan

• Company Sick Pay

• We Care Service

We are Equal Opportunities Employer

We believe that different perspectives and backgrounds are what make a successful company. All qualified applicants will receive equal consideration for employment regardless of any protected characteristics from the Equality Act (2010). We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

Disclaimer:

This position has access to highly confidential, sensitive information relating to the employees, customers and technologies of Sorenson Communications and CaptionCall. It is essential that applicant possesses the requisite integrity to maintain the information in strictest confidence.