Grade: Executive Officer
Reporting to: Contacts Manager at Higher Executive Officer
Employing Authority: Competition and Consumer Protection Commission (CCPC)
Location: Dublin 1
Closing Date: 12PM, Wednesday 19 June 2019
Role Summary
The CCPC is seeking to recruit a Contacts Analyst to work in the Contact Management & Analysis Unit of the Communications & Policy Division.
The Contact Management & Analysis Unit is a small team with responsibility for the support, management, and ongoing training of the CCPC’s outsourced consumer helpline, which deals with more than 41,000 contacts per year. This requires that the team also carries out extensive quality control on the service provided, responds directly to consumer letters and manages the corporate phone line for the CCPC.
The Unit plays an important role in identifying and prioritising the issues which the CCPC studies or investigates. In this regard, the Unit analyses the information obtained through the consumer helpline to inform the CCPC’s activities and ensures that the escalation processes for potential enforcement matters, which are identified through the helpline, are efficient and robust.
The successful candidate will be primarily responsible for supporting the analysis of helpline information which will require that they develop and produce reports on a range of areas including trader trends, consumer issues and emerging market issues. They will also support the overall work of the Unit on an ongoing basis, as needed.
Key Responsibilities
Support preparation of scheduled monthly, quarterly and yearly reports
Measure and analyse historical data and report on trends
Collaborate with internal Divisions to understand and translate their data into regular or ad hoc reports on trader activity
Compile ad-hoc insights requests
Implement process improvement and quality control related to data capture
Report on helpline metrics and KPIs
Assist with the day-to-day running of the helpline when required
Assisting in the preparation, delivery and evaluation of training materials to the helpline
Attend monthly quality control meetings
Participate on relevant cross-Divisional projects when the need arises
Providing general administrative support to the Unit and broader Division
Technical and Professional Requirements
Essential
Applicants must have a minimum of 2 years previous call centre/ vendor operations experience within a customer service department
Demonstrated experience in developing high quality, dynamic reports.
Experience of processing complaints and/ or applications.
Demonstrated ability to follow processes and identify potential for improvement and efficiency.
Strong written and verbal communication skills.
Excellent administration and organisational skills. With the ability to prioritise tasks effectively and work on own initiative.
High standard in PC skills with particular aptitude in using Microsoft Office.
Desirable
Degree or Professional qualification in computer science, information technology, management information systems, business or a relevant discipline.
Experience in the area of data analytics or related fields.
Experience working with Dynamics 365 & Power BI reporting
Working knowledge of the contact centre operations environment
Ability to write and modify SQL code
How to Apply
1. Download the Job Information Booklet and Selection Process Guide below:
Selection Process Guide (Download)
Job Information Booklet (Download)
2. As per selection process guides we are looking for Cover letter (No more than one A4 page) & Up to date CV to be uploaded as part of the process. These must be uploaded as one document to the link below:
Closing Date
Closing date for applications is 12pm on Wednesday, 19th June 2019