Service analyst Work, Jobs in Middlesex, Gtl (with Salaries)

Contact Centre Operations Manager
Eckoh —Hemel Hempstead
- From £47,000 a year
- Full-time
- Hybrid work
- Customer service
- Microsoft Office
- Analysis skills
- Free parking
- Work from home
Quick apply
Online Data Analyst - United Kingdom
TELUS Digital —London
- English
- Research
Quick apply
Project Support Officer
Civic Recruitment Limited —Slough
- £268.17 a day
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Writing skills
Quick apply
8d
Test Analyst
CSM Consulting Services Ltd —Slough
- £33,150 - £36,229 a year
- Full-time
- Hybrid work
- DevOps
- AWS
- Scripting
- Work from home
- Language training provided
Quick apply
Data Coordinator
gategroup —West Drayton
- £13.76 an hour
- Weekend availability
- Microsoft Word
- Management
- Computer literacy
Quick apply
Business Analysts — All Levels - UK Wide
Concept AI Ltd —London
- £35,000 - £120,000 a year
- Full-time
- Hybrid work
- Engineering
- Analysis skills
- Bachelor's degree
- Flexitime
- Work from home
Quick apply
Junior Business Analyst
EXL Service —London
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Employee stock purchase plan
Business Analyst
Air Charter Service —Surbiton
- Full-time
- Bachelor's degree
- Agile
- Communication skills
- Annual leave
Quick apply
Service Desk Analyst
Embrace IT Services Limited —Fleet
- From £25,420 a year
- Full-time
- Software troubleshooting
- Customer service
- Windows
- Free parking
- Flexitime
Quick apply
Graduate Business Analyst | London
eaChange —London
- £30,000 a year
- Bachelor's degree
- Communication skills
4d
KYC Analyst - SPVs / Funds / Trust
Delta Capita —London
- Full-time
- Hybrid work
- Communication skills
- Banking
Quick apply
Business Analyst
Zaizi —London
- £70,000 - £85,000 a year
- Hybrid work
- Continuous improvement
- APIs
- Annual leave
- Work from home
Quick apply
Financial Crime and Money Laundering Prevention Internship - UK
Capitex —London
- Part-time
- Hybrid work
- No experience needed
- Communication skills
Quick apply
Data Analyst
The Royal Borough of Kingston upon Thames —Kingston upon Thames
- £38,256 - £46,968 a year
- Full-time
- Hybrid work
- Analysis skills
- Analytics
- Annual leave
- Employee discount
1d
Data Analyst
Greenstone Advisory Group Ltd —London
- £46,000 - £59,000 a year
- Full-time
- Hybrid work
- English
- Analysis skills
- In-person
Quick apply
IT Support Analyst
APPA IT Solutions Ltd —London
- £25,420 - £30,000 a year
- Full-time
- Hybrid work
- Microsoft Outlook
- SharePoint
- AI
- Work from home
- Sick pay
Quick apply
3d
2nd Line Technical Analyst (Out of Hours - Nights/Weekends)
Focus Group —Borehamwood
- £35,000 - £40,000 a year
- Weekend availability
- Azure
- SharePoint
- Employee assistance programme
Quick apply
Application Support Analyst
Clarksons —London
- Data analysis skills
- Analysis skills
- Continuous improvement
1st Line Support
Leisure Employment Services —Hemel Hempstead
- Part-time
- Hybrid work
- AI
- Communication skills
- Employee discount
Quick apply
End User Support Analyst
Element Materials Technology —London
- Hybrid work
- Analysis skills
- Continuous improvement
- Organisational skills

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Contact Centre Operations Manager

Eckoh -
Hemel Hempstead

Quick apply

Job details

Full-time
From £47,000 a year

Benefits

Free parking
Casual dress
Cycle to work scheme
Free flu jabs
Company pension
Work from home
Company events
Bereavement leave
Life insurance
On-site parking

Qualifications

PCI
Client engagement
Customer service
Stakeholder liaison
Employee relations
Microsoft Office
Tableau
Performance management
Analysis skills
Continuous improvement
Continuous improvement cycles oversight
Management reporting
AI
Team motivation leadership
Communication skills
Operations leadership experience

Full job description

Eckoh is a market leader of Customer Engagement Security Solutions, supporting an international client base from our offices in the U.S. and the U.K. Eckoh is owned by Bridgepoint, one of the world's leading private asset growth investors, with over $75 billion of assets under management.

As a PCI DSS Level 1 Service Provider, our products and expanding digital and conversational AI capabilities help enterprises protect sensitive data, improve customer experience, and modernise the way they operate. Our mission is to set the standard for secure interactions between consumers and the world’s leading brands. With a strong heritage in secure payments and an expanding portfolio of cloud-native, omni-channel engagement solutions our vocation is simple: to make every customer interaction secure whether it is handled by a human agent or an AI agent, without ever compromising the customer experience.

Our large portfolio of clients, which includes many of the Fortune 250, come from a broad range of vertical markets including healthcare, retail, hospitality, financial services, and utilities.

The Role:

We are seeking a Contact Centre Operations Manager to lead the day-to-day delivery and performance of Eckoh’s inbound contact centre operations. The role is responsible for driving operational excellence, ensuring consistently high levels of customer service, efficiency, and client satisfaction, while maintaining strong oversight of performance management and supplier relationships. The role will lead a single-site contact centre operation, overseeing a hybrid and remote workforce of approximately 50–60 employees, including Advisors, Team Leaders, and supporting functions. The successful candidate will be accountable for fostering a high performing, engaged, and accountable culture, while ensuring the consistent delivery of operational targets, client SLAs, and broader business objectives.

Key Functional Responsibilities:

Operational Leadership & Service Delivery

Manage the day-to-day operation of the Contact Centre to ensure client SLAs, operational KPIs and service standards are consistently achieved.
Lead and support Team Leaders to drive operational performance, employee engagement and accountability across the advisor population.
Create and maintain a positive, high-performing and customer-focused culture across both office-based and remote employees.
Monitor and improve key operational metrics including: · SLAs / PCAs / KP’s· Advisor KPI performance· Forecast accuracy

Leadership, Coaching & Team Development

Lead, coach and develop the Contact Centre management team to deliver agreed operational objectives and performance standards.
Build a culture of accountability, ownership and continuous improvement throughout the operation.
Work closely with HR to ensure employee relations matters are managed fairly, consistently and professionally

Client & Stakeholder Management

Build effective operational relationships with clients and support day-to-day service delivery discussions.
Lead operational service review meetings, focusing on service performance, delivery outcomes, key operational metrics, and continuous improvement actions.
Work collaboratively with Account Management and Client Services teams to ensure strong operational outcomes are maintained.

Workforce Planning, Reporting & Financial Performance

Work closely with the Planning & Data Analyst to support accurate forecasting, scheduling and resource planning activity.
Support strong financial performance through effective operational management, productivity and workforce efficiency.

Compliance, Systems & Operational Standards

Ensure Contact Centre operations comply with PCI DSS, GDPR and internal operational policies and procedures.
Work closely with internal support teams to ensure Contact Centre systems and operational tools remain effective and fit for purpose.

Essentials:

Proven experience leading Contact Centre operations and managing high-performing teams within a fast-paced, customer-focused environment.
Demonstrable success in managing operational performance against Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and client objectives, driving continuous improvement and service excellence.
Experience working with workforce planning, forecasting and operational reporting processes.
Commercial awareness with the ability to understand how operational performance impacts wider business performance.
Experience working within PCI DSS and GDPR compliant operational environments.
Good working knowledge of Contact Centre systems and operational tools including,

Workforce Management systems, CCaaS platforms & Microsoft Office applications,

(experience using reporting and MI tools such as Tableau or SAP Business Objects would be advantageous but is not essential)

Personal Profile:

Strong leadership capability with the ability to motivate, coach, support and develop teams.
Highly organised and operationally focused, with strong communication and interpersonal skills.
Positive, proactive and solutions focused approach, with strong analytical and problem-solving capability.
Able to build effective relationships with colleagues, clients and stakeholders at all levels.

Our Culture:

Our values sit at the heart of the culture at Eckoh:

We encourage and support everyone to grow with Eckoh

We challenge, listen, and are open minded to change and suggestions from others

As trusted advisors, we use our knowledge to solve challenges and deliver the best for our clients

We take personal ownership to strive for excellence in whatever we do

We are welcoming, embrace diversity and respect each other in a spirit of true humanity

Our benefits

Focused on education and training (conference attendance, higher education sponsorship)
Core Hours policy (10am to 4pm, flexible start and ends agreed with manager)
25 days holiday and increases with service
Employee Recognition schemes
Free tea, coffee, fresh fruit and snacks Relaxation floor (lunch area, quiet room, pool table, Xbox)
Team days and Volunteering events
Christmas & summer company events
Pension scheme
Discretionary annual bonus
Life insurance
Simply Health scheme
Access to group Bupa membership scheme (Salary Sacrifice)

Join Us!

So, if you are an innovator and love to find creative solutions to challenges, are passionate about helping customers provide exceptional service then you should consider working here at Eckoh.

Pay: From £47,000.00 per year

Benefits:

Bereavement leave
Casual dress
Company events
Cycle to work scheme
Free flu jabs
Free parking
Life insurance
On-site parking
Work from home

Work Location: Hybrid remote in Hemel Hempstead HP3 9HN

Quick apply

Refine Your Search

service analyst jobs in middlesex, gtl

Contact Centre Operations Manager

Online Data Analyst - United Kingdom

Project Support Officer

Test Analyst

Data Coordinator

Business Analysts — All Levels - UK Wide

Junior Business Analyst

Business Analyst

Service Desk Analyst

Graduate Business Analyst | London

KYC Analyst - SPVs / Funds / Trust

Business Analyst

Financial Crime and Money Laundering Prevention Internship - UK

Data Analyst

Data Analyst

IT Support Analyst

2nd Line Technical Analyst (Out of Hours - Nights/Weekends)

Application Support Analyst

1st Line Support

End User Support Analyst

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