MI, Insight, and Planning Analyst

A day in the life

As a Management Information, Insight and Planning Analyst in the Operations team at ManyPets, you will be at the heart of ensuring the team functions at its best. In this role, you will be a key enabler for the Contact team to run smoothly, by providing data-driven insights that inform key decisions.

Your primary responsibility will be to gather, analyse, and interpret a variety of data sources relating to scheduling, management information, and people resources.  You’ll collect and analyse a wide range of internal metrics, including size of the insurance book, propensity to call, workforce availability, scheduling adherence, productivity, and operational efficiency. By examining these data points, you will be able to identify patterns and trends that inform forecasting, planning and scheduling requirements.  In addition, you will also monitor activity in real time, analysing trends and using the information to identify any changes or gaps in the scheduling plan. When these appear, you will engage with the Contact management team to ensure sufficient coverage is in place.

Working closely with the Resource Forecasting, Planning, and MI Manager, you will transform raw data into actionable insights. This will involve creating detailed reports, dashboards, and data visualisations that are clear, concise, and tailored to different stakeholders. Your analyses will be crucial in guiding resource allocation, such as shift scheduling and team assignments, ensuring that the team has the right people in the right roles at the right times.

You will support the forecasting, planning and scheduling models, ensuring the right inputs feed into them. This includes maintaining and evolving them as new information becomes available or changes to the operation are considered (e.g. change in opening hours). You will be accountable for creating the scheduling plans and ensuring alignment and buy-in from the Contact Team Manager and the Team Leaders in the function.

As part of your role, you will also manage any changes to the IVR as / when they are required, whether driven by emerging situations / incidents or as part of projects and change initiatives. You will actively collaborate with our Technical Operations team to ensure our IVR is fit for purpose and that we can obtain and use MI on it as needed.

Core deliverables

• Data analysis: Perform data analysis to identify trends, patterns, and insights that support effective planning and resource management.
• Reporting: Create comprehensive reports and data visualisations to communicate findings to stakeholders.
• Resource planning: Monitor key metrics related to resource planning, such as response times, resolution rates, and team productivity, to ensure accurate planning.
• Real-time monitoring: Analyse throughout the day our incoming demand and review against capacity. Taking actions to remediate any short-falls or significant excess.
• Collaboration and communication: Work closely with other teams to ensure timely resolution of queries and serve as a point of contact for internal colleagues.
• Organisation skills: Keep things running smoothly with accurate admin and data.

Skills and competencies

Data Analysis

• Gather data from multiple sources to create a detailed analysis of the operations landscape, such as Injixu, Nexus, call logs, shift schedules, and workforce performance metrics.
• Consolidate the data, ensuring data consistency and easy accessibility for analysis.
• Use various analytical tools and techniques to uncover trends, patterns, and anomalies within the data and ensure these are considered in planning activity as well as shared with the Operations management team.
• Use statistical methods, data visualisation tools, or business intelligence software to extract actionable insights.
• Through your analysis, identify critical insights that influence resource management and operational planning.
• Monitor trends related to peak customer interaction times, predicting resource shortages or surpluses, process bottlenecks, or opportunities for operational efficiency.
• Formulate recommendations that support effective planning and resource management to improve shift schedules, resource allocation, or process improvements.

Reporting

• Design detailed reports that encompass all relevant data, ensuring a thorough analysis of key metrics and operational insights.
• Select appropriate report formats that highlights critical findings to provide a clear narrative for stakeholders.
• Develop data visualisations that make complex data more accessible and understandable, facilitating easy comprehension.
• Create bespoke reports to suit the needs of different stakeholders, such as your manager, Operations management, or Operations leadership.
• Maintain high standards of accuracy and consistency in all reporting activities. This includes double-checking data sources, validating findings, and ensuring that all reports meet internal quality guidelines.
• Empower stakeholders with the information they need to make strategic choices that enhance operational efficiency and resource management.

Collaboration and communication

• Ensure clear, polite, and empathetic communication to understand and address stakeholder needs.
• Handle conflict calmly and diplomatically, aiming for mutually beneficial resolutions to maintain positive relationships.
• Actively seek feedback, learn from experiences, and strive to enhance your skills and knowledge to improve service delivery.
• Recommend suggestions to the Resource Forecasting and Planning Manager to make sure we're efficient, effective, and providing high-quality service, while keeping costs in mind.
• Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer experience and financial controls.
• Work on your own skills and performance to keep getting better at your job.
• Work with other teams involved in change activity, ensuring potential impacts from such changes are understood and considered in the resource management activities.

Organisational Skills

• Plan and schedule your daily activities to ensure deadlines are met and work is completed in a timely manner.
• Adhere to processes and procedures to ensure consistency and compliance with organisational and regulatory standards.
• Maintain accurate and timely records, files, and databases to ensure data integrity and compliance with our Data Protection requirements.
• Continuously maintain our systems through accurate data entry.
• Effectively allocate your time to address customer inquiries promptly so we can meet service level agreements (SLAs).
• Flexibly adjust your plans and workflows to accommodate shifting priorities or unexpected developments in workload.

What success looks like

• You consistently gather, compile, and analyse data with a high level of accuracy, producing reliable insights that drive operational decisions.
• You demonstrate capability in maintaining, running, and evolving our data models
• You perform analysis of incoming demand and review against scheduled / available capacity throughout the working day.
• You take proactive actions to remediate any short-falls or significant excess of capacity.
• You create comprehensive reports and compelling data visualisations that clearly communicate key insights to stakeholders, enabling informed decision-making.
• You effectively plan and adjust shift patterns, staffing levels, and resource allocation based on data-driven analysis, ensuring efficient operations and meeting service level agreements (SLAs).
• You identify and address bottlenecks and inefficiencies within the scheduling process, leading to smoother workflows and improved team productivity.
• You collaborate seamlessly with cross-functional teams, ensuring stakeholders are consistently satisfied with the quality and relevance of the insights you provide.
• You contribute to broader strategic planning through your insights and recommendations, influencing resource management, staffing needs, and overall operational efficiency.
• You ensure that all data handling and reporting activities comply with internal policies, industry regulations, and quality standards. You maintain accurate records for audits and reviews.
• You proactively identify and resolve scheduling and resource management challenges, adopting a solutions-oriented approach that minimises disruptions to operations.
• You can quickly spot deviations in the service demand and are able to address them before a shortage of capacity impacts customers with delays or abandoned calls.
• You work collaboratively with other departments, maintaining open communication and a strong sense of teamwork. Your positive attitude contributes to a supportive work environment and enhances team morale.
• You build positive relationships with colleagues, contribute to a supportive team environment, and collaborate effectively with other departments, fostering productivity and enhancing your overall success in the role.
• You actively seek feedback, learn from experiences, and implement improvements in processes, procedures, and customer service practices to drive ongoing growth and development in your role.