Contact Centre Data Analyst (SQL)

Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

We’re looking for a Data Analyst with experience in call center analytics and leading complex projects to join our Contact Centre Operations team to help us unleash the potential of every business.

About the team:

The Contact Centre Operations team is a key partner to our Sales and Existing Customer Management Teams across the UK. We drive cutting-edge technology to engage with prospective merchants before our competitors to maximise Sales; while also ensuring we can engage with our existing customer base effectively. We work to support multiple teams across several sites, leveraging various platforms to make sure we have the right person available at the right time to engage with both prospective and existing customers to achieve the most successful outcome. The Contact Centre Operations team is responsible for the design and implementation of the contact strategy, which drives proactive contact (calls, SMS, and email).

What you’ll own:

• As a Data Analyst, you will identify, evaluate, and deliver insights that frame opportunities to drive customer engagement and increase sales volumes.
• You will investigate these opportunities with hypothesis-driven analytics and use this insight to create value and maximise efficiency and productivity within the contact centers we support.
• This role will be responsible for leading the development and implementation of call center analytics solutions across our contact centers.
• Extracting and manipulating data using tools such as SQL, Snowflake CDP, CRM and Excel.
• Ensuring that our inbound and outbound call strategies are effective and performing in line with expectations.
• Identify trends and insights within our call traffic.
• Identifying potential opportunities to improve performance and drive increased customer contact/ sales volumes.
• Forecasting capacity requirements utilising historical trends.
• Develop metrics and KPIs to track and report on the effectiveness of call centre operations.
• Data/Process Presentation- Bringing data to life through impactful presentation utilising tools such as PowerPoint, Tableau, and Power BI.
• Documenting complex processes into simple process flows.
• Lead the design, development, and implementation of call centre analytics solutions across multiple contact centres.
• Ensuring we are always utilising the latest technology.
• Building a network of relationships with our vendors.

What you bring:

• Proven ability in a similar analytical role with a minimum of three years of experience.
• An analytical mindset with strong attention to detail.
• Experience manipulating data and presenting it to stakeholders.
• The ability to thrive in a fast-paced, ever changing environment.
• A desire to learn new skills and belief in continuous professional development.

Behavior overviews:

• Accountable – You never stand still, never settle. You work at pace to achieve your goals.
• Dynamic - You champion your ideas and stay flexible to make them happen. You know that every action adds up.
• Determined - You stay open – winning, and failing, as one. Always looking for solutions that add value.

Added bonus if you have:

• Experience with various dialler technology, including Aspect Via or similar cloud-based solution.
• Experience with sales enablement tools such as Outreach.io, InsideSales.com, Salesforce Cadences.
• Experience working with LLM’s.
• Experience with Snowflake CDP and Python.

Worldpay perks - what we’ll bring for you:

We know it’s bigger than just your career. It’s your life, and your world. That’s why we offer global benefits and programs to support you at every stage.

• A competitive salary and benefits.
• Time to support charities and give back to your community.
• Global recognition platform.
• Global employee assistance program.

What makes a Worldpayer:

At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team. Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we’re always looking to create a bigger impact for our colleagues and customers. Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at a pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up. Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives.

Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career. We can’t wait to hear from you.