Job Title: MI Analyst
Job Category: Business Support
Contract Type: Permanent
Joining the Resource & Performance Management Team as a Management Information Analyst you will be responsible for producing management information and reports both on a routine and ad-hoc basis. The role will involve developing reports using current reporting systems i.e. Business Objects. Pega, WFO and an advanced understanding of databases. You will also be involved in delivering pro-active analysis to inform operational and strategic decisions, evaluating our SLA performance and identifying areas of underperformance, deviations and suggesting improvement opportunities.
TUI Group is the world’s number one integrated tourism business. We continue to build a single customer facing team across our airline, contact centre, overseas and retail service teams that will deliver a consistent, contemporary service to every single customer. Joining us will not only provide opportunities for you to grow your career, but the benefits of being part of an exciting multi-cultural united team.
What you will be doing:
As a Management Information Analyst you will be responsible for producing and developing MI/BI (Business Intelligence / Business Improvement) reports, analysing the information to identify and highlight deviations and improvement opportunities for the R&PP team. You will be able to produce explanatory commentary, insights and recommendations to produce improvement plans. You should be able to handle MI-related enquiries from other functions and provide ad-hoc analysis upon request from the wider business.
You will develop and maintain a consistent model, reporting analysis tools and methodologies. You will also support the development of KPI’s, performance metrics and target setting processes. You will design, implement and drive improvement in the reporting and analysis processes, whilst ensuring you’re engaged with relevant stakeholders.
As part of the Resource & Performance Planning team, you will support the Contact Centre with Real-Time monitoring of Service delivery to ensure that the best service is delivered for our Customers. This responsibility is shared by all members of the team and covers the Contact Centre operational hours.
Finally within the Resource & Performance Planning Team you will identify improvement opportunities and support the implementation of improvement plans across the wider business to ultimately reduce the impact of changes on the business and our customers.
The Swansea site is the Crisis centre for TUI meaning that when world events occur which impact TUI Customers, Swansea is set up to support this and sometimes may open 24/7 to bring Customers home. Working within R&PP, you will be required to support Swansea in Crisis situations.
What we are looking for:
– A skilled MI Analyst with excellent analytical skills, with scheduling and forecasting experience
– Proficient user of Microsoft office packages including excel and data manipulation
– Understanding of database management, CRM, Contact Centre VOIP, and ACD Telephony, workflow IVR
– Organised and detail orientated individual with strong analytical skills able to design/adapt databases
– Create spread sheets and move data between applications
– Ability to effectively interact with and influence all stakeholders including front line operational teams
– Excellent verbal and written skills
Working within TUI group
TUI Group is the world’s number one integrated tourism group. Covering the entire touristic value chain under one roof we employ 63,000 people in over 100 countries and offer 20 million customers comprehensive services in around 180 destinations worldwide.
Help make our customers smile and in return you will receive a competitive salary, pension scheme and further benefits such as generous holiday discounts, great rates with foreign exchange and discounts with retailers.