Reporting & Planning Analyst

Capita (Polska) Sp. z o.o.

Supporting multi-channel B2C contact centre operations for one of our key clients
Ensuring each campaign is staffed appropriately, and dialler is set at optimum levels prior to scheduled campaign start times
Taking ownership of preparing MI reports across all areas of performance measurement
Being responsible for timely delivery of all periodic reports within agreed SLA
Analysing and reviewing campaign performance to seek for efficiencies and build short/mid/long time strategies
Co-operating with internal stakeholders to support them with key decisions around running operations
Providing analysis of dialling results, maintaining an environment of continuous and measurable improvement
Working closely with operations management in order to maximise data usage by identifying and recommending opportunities to increase sales volumes and maximise revenue
Co-ordinating and preparing all data extraction and cleansing within agreed parameters
Holding regular meetings with client reviewing performance of existing tasks and campaigns
Responsible for modelling advanced tools supporting senior stakeholders to make strategic decisions for existing operations

Minimum 1 year of experience in a similar role, previous experience in contact centre environment
Knowledge of VBA / SQL / Analytics tools
Amazon Quicksight knowledge will be an asset
Very good written and verbal skills in English allowing fluent communication on a daily basis
Advanced level of proficiency and experience in MS Excel, including pivot tables, formulas/functions, and charts
Logical thinking and analytical skills
Self time-management & organization skills with the ability to prioritize daily tasks
Ability to work under pressure, multitask and deliver to set KPIs

Employee Assistance Program for employees and their families (psychological support)
Extra day off for voluntary activities close to your heart
Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
Opportunity to become one of the Internal Trainers

A multinational environment, with strong ties to UK business culture
LuxMed medical healthcare and Generali group insurance
Multisport Plus / Classic or MultiKafeteria benefit systems
Friendly work atmosphere and positive environment with great work-life balance (a 30-minute lunch break included in the 8-hour working day)

About Capita

Capita Plc are the largest UK management, services, engineering and consultancy employing more

than 61,000 staff aligned to providing services to the finance and critical infrastructure sectors and

heavily aligned to all levels of government supporting key functions across the UK.

Capita Poland supports clients across a range of sectors including local government, procurement, life

and pensions, insurance and learning and development. We operate in two locations – Kraków and

Łódź, and both are situated very close to vibrant city centres.

On a daily basis we deal with simple processes like checking data correctness, contacting with clients,

trainings coordination, and much more complex processes like closing general ledgers, reporting,

financial analysis, claims processing, systems implementation, technical customer support or fleet

administration.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants

regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual

orientation, disability status or any other protected characteristic. We recruit and develop our people

based on merit and their passion for creating better outcomes, and we’re committed to creating an

inclusive environment for all employees.