Customer Contact

Quality and Continuous Improvement Managers

Manchester

£42,000 pa

My client is looking for an extremely engaging individual with a commitment to quality assurance and continuous improvement. The role will primarily be responsible for the ownership and development of the quality assurance process and delivery of the organisation providing excellent customer service and operational excellence. Responsibilities; To lead and develop quality improvement projects and ensure best practice adherence to quality management practices. Provide cross functional governance and support across the wider organisation. The successful candidate will have: Quality Assurance and Continuous Improvement experience Exceptional relationship and stakeholder management skills The ability to demonstrate overcoming challenges Willingness to take ownership of the end to end quality process

Account Manager

Cheshire West and Chester

£50,000 pa

My client is looking for an Account Manager to maintain and create long-term relationships with the expanding Global Distributor network. Developing business through new relationships and maximising the potential of our existing distributor partnerships. Responsibilities: Senior Point of Contact and responsibility for all assigned Distributors Develop trusted relationships at senior Management level with assigned Distributor Accounts across a diverse cultural base Assist with challenging Distributor requests and escalate when necessary Generate new sales using existing and new Distributor accounts Biannual or Annual Review meetings with Distributor accounts in various Global locations Resolve conflicts and issues in a professional and timely manner Quarterly Sales results and forecasts by Distributor and region Become an expert in software and solutions Liaise with Management, Support, Production, Admin and Development teams to follow through on projects and Distributor requirements Develop an understanding of our Key distributor’s role in their markets and their major competitors. Experience & Skills: Strong customer service, negotiation and presentation abilities Proactive Account Management Proven ability to juggle multiple projects or Account Management tasks Ability to communicate, present and influence Highly motivated with excellent attention to detail Strong verbal and written communication skills Using your own initiative to resolve issues and drive projects to conclusion Flexible working

Resource Planning Manager

London

£60,000 pa

My client is expanding massively and is now looking for a Resource Planning Manager to provide outstanding support for the Customer Care teams. They currently cover fourteen markets across Europe, the Middle East, South East Asia and Australia, and are expecting to launch operations in more countries in the near future. Responsibilities: Build and deploy reliable workforce planning processes that account for local nuances across all markets Develop existing planning processes to ensure that outputs are optimised Support the selection process and deployment of a WFM system across all markets, ensuring a consistency of procedures is implemented Produce accurate workload forecasts accounting for trends and seasonality in contact rates, along with order volume forecasts provided by finance Work with finance to create monthly cost projections Create and maintain processes for tracking spend against budget projections Produce simulations and what-if scenarios to assist with business cases and providing headcount and cost projections to support managerial decision making Conduct impact assessments in support of continuous improvement and change projects Develop a suite of standard customer care reporting in conjunction with business intelligence analysts to drive improvements within customer care and the wider business Knowledge, skills & experience: Graduate in a subject with a significant mathematical element, or equivalent experience Minimum of 5 years’ experience using a Workforce Management system in an administrative role within a customer care environment Experience of working on a WFM system implementation project is highly desirable, but not essential Proven experience of producing accurate workload forecasting models using statistical techniques Strong Excel or Google Sheet modelling skills; for example, using pivot tables and index match formulae 5+ years line management experience; indirect management of outsourced WFM teams is desirable Proven track record of creating strong relationships with customer care operations and support teams, finance managers and business intelligence analysts Communication skills that clearly present ideas, theories, and technical information to operations and managerial staff Must be proactive and able to work independently Strong attention to detail and accuracy is essential

Senior Administrator

Manchester

£18,000 pa

We are an independent education charity and the largest provider of academic qualifications taught in schools and colleges. We set and mark the papers for around half of all GCSEs and A-levels and nearly two million students sit our exams every summer. At AQA we employ over 1,000 people, as well as the 30,000 people who mark, moderate and work with us to deliver our qualifications. We have offices in Guildford, Manchester, Harrogate, London and Bath. As a key member of the Product Fulfilment Department within the Qualifications & Markets Division, the Assessment Production Coordinator is responsible for ensuring assessment materials are accurately typeset and appropriate quality checks completed to provide high quality, error-free outputs on time, thereby delivering excellent customer service and operational excellence. We’re looking for someone with: excellent communication skills, both written and verbal good attention to detail and accuracy excellent organisation and planning skills excellent knowledge of Microsoft Word to produce high quality materials ability to use personal judgement to resolve problems and adapt to change ability to build positive and pro-active relationships with others What’s in it for you? We recognise the contribution our people make, and in return we are proud to offer an extensive reward and benefit package, including: a core 35 hour working week 25 days annual leave rising to 30 days, plus all Bank Holidays and additional Christmas leave five paid days per year for voluntary service a contributory pension scheme an enhanced maternity/paternity and sick pay scheme a Ride to Work scheme an on-site staff restaurant

Customer Service Advisor

Warrington

£16, 500

Start date 28th January 2019 37.5 hours Shifts Mon – Fri Between 8am-6.30 pm Our client is a leading energy company. We have some exciting opportunities to deliver world class experience for their customers. You will be responsible for handling inbound customer service enquiries. You will be dealing with enquiries such as: Billing Enquiries Customer Renewals Cancellation Requests Customer complaints Change of Address Change of Account Details House Moves General Account Enquiries The Role: Working within a lively contact centre, having great conversations with our customers By delivering excellent customer service you will expected to provide a world class service for the customer Using a consultative approach to resolve customer issues Listening and understanding our customers to ensure we deliver a tailored solution Working as part of a team to add value to our business Striving to achieve your personal best through quality targets About You: We are looking for individuals who have a passion for customer service It would be desirable for you to have worked in a regulated/compliance environment You must be a self-motivated, resilient individual, who can adapt within a fast paced environment You will need to be able to evidence 100% commitment to the role Strong written and verbal communication skills are required

Planning Manager

Manchester

£40,000 - £45,000

My client is looking for an experienced Planning Manager who will be responsible for the creation, monitoring and ensuring the delivery of operational production plans to ensure that the products are produced to the correct time manner and quality. Responsibilities Building strong and positive relationships with internal and external stakeholders. Managing and monitoring resource utilization and productivity. Ensuring the delivery of accurate production schedules. Issue management, escalation and resolution. Skills & Experience Experience of working within a planning role within an operational delivery environment. Strong people management/influencing skills. Ability to communicate clearly and effectively. Proficient in using Microsoft Office packages. Good analytical skills to ensure delivery to deadlines. Strong knowledge of Excel and other planning tools.

Senior Planning Analyst

Milton Keynes

£30,000 - £40,000 depending on experience + car allowance + fuel card

Start Date: Immediate Location: Milton Keynes Hours: 37.5 hours per week, Monday to Friday Job Description: MAIN RESPONSIBILITIES: Undertake accurate forecasting for all relevant areas of the Customer Operations Maintain accurate data to support effective planning. This will include but is not limited to the WFM system and FTE count. Highlight all threats and opportunities to key stakeholders in a timely manner offering solutions and recommendations as appropriate. Understand and report on call drivers, working closely with relevant stakeholders to understand reasons for customer contact and build into planning. Chair a weekly planning meeting to highlight the resource plan for the week ahead and give directions to the business around required changes to eliminate areas of over/under performance. Seek to implement best practise and drive the planning function forward via networking with people in similar roles in other organisations. Lead the delivery of accurate and robust resource plans for budgeting through to operational delivery. Proactively provide value adding insight through planning data analysis. Operate as part of the broader Customer Operations Directorate, working with and advising the operation on best practise as well as challenging them where appropriate and offer alternative solutions to drive improved outputs and protect the interests of the business. Manage key stakeholders to ensure ‘buy in’ and adherence to the resource plan by promoting the value of what the team do. Effectively manage shrinkage to ensure adequate provision for absence, holiday and off-phone activity whilst supporting overall business KPI achievement. KEY CHALLENGES: Working with multiple stakeholders with and understanding their different priorities Making the right decisions under pressure Predicting customer demand in an environment that can sometimes be volatile Scheduling to meet customer demands on an intraday basis Understanding the reasons for variance to forecast and feeding back into the plan EDUCATION, TRAINING AND EXPERIENCE Mandatory: Experience within a planning role in a contact centre environment. Experience of working across multiple teams and stakeholders Working alongside a third party (outsource) provider An excellent analytical knowledge of forecasting and scheduling methodologies Display a strategic focus to long term planning Be able to identify trends Desirable: Experience within the Financial Services and/or relevant Automotive sector(s), with demonstrable understanding of the regulatory environment. A recognised planning qualification would be desirable, or be willing to work towards one if successful. A strong knowledge of AVAYA WFM system SKILLS & PERSONAL CHARACTERISTICS REQUIRED: Excellent written and verbal communication skills Ability to make the right decisions under pressure Strong organisational skills The ability to translate high level organisational strategy into decision making within the role Have a constructive approach to giving feedback to stakeholders Make recommendations and decisions on factual information (not opinion) Resilience and the ability to maintain a positive approach A self-starter, able to work on their own initiative. High level of drive and personal commitment, with a desire to develop own skills and experience. Ability to work under pressure and adhere to strict deadlines. Analytically sound in order to analyse key data and produce meaningful, value-adding outputs. Keywords: PLANNING, ANALYSIS, FORECASTING, SCHEDULING

Collections Manager

Manchester

£35,000 - £40,000

My client is looking for a Collections Manager to manage a collection function, working closely with internal departments and 3rd party Debt Collection Agencies. The individual will also have a good understanding of the regulatory guidelines within the UK. Responsibilities Being responsible for the co-ordination and delivery of all Collections processes (both customer and retailer) within the UK business. Providing direction and guidance to the third-party agencies to ensure all collections activities are completed in line with contractual and regulatory requirements. Oversight of the UK Vulnerable Customer policy and responsible for ensuring it is being adhered to. Working closely with Customer Service, Finance and Collections (AUS) to manage all of the operational collections processes Management of the daily payments file and reconciliation with 3rd party agencies Management of the chargeback processes Managing and handling customer complaints relating to collections Providing reconciliation of accounts (including monthly invoices) with Finance and third-party agencies Managing the collections process for retailers Point of escalation for any Collection enquiries Implementation and oversight of the quality of work carried out by 3rd party agencies – including ensuring they adhere to agreed scripting and messaging as well as review and follow up in relation to any complaints received by them. Experience & Skills Be a self-starter and be flexible Have experience in Financial Services and collections preferably within a regulated environment Have a good knowledge of the FCA handbook specifically relating to Debt Management Highly developed communication and influencing skills with ability to build relationships across the organisation at all levels Experience of working in a customer focused role Attention to detail and accuracy

Customer Experience

Manchester

£50,000 - £55,000

My client is looking for a Customer Experience Manager to provide strategic direction and to deliver on projects for all customer experience activities. This is an amazing opportunity that will involve the development, implementation, monitoring and evaluation of the customer experience strategy and we are looking for an individual with a background of delivering outstanding experience to its customers. Responsibilities Develop and lead projects to engage customers Working collaboratively with a range of stakeholders including internal teams and senior associates ensuring plans and projects have a focus Raise the quality and consistency of customer experience, ensuring they receive an excellent service at all interactions Provide expertise and support to ensure customer experience remains high focus and continually improves to meet their expectations and needs Produce evidence based proposals for enhancements in line with the strategic goals. Knowledge, Experience and Skills Strong influencing and an engaging personality Customer strategy Experience Reviewing of annual plans, customer journey plans – Supporting these and driving them through. B2B experience Commercially astute, with proven strategic planning and operational delivery expertise Ability to translate a vision into achievable goals and provide clear direction to achieve organisational objectives Ability to inspire and motive, engage persuade and negotiate with others

Customer Service Communicator

Warrington

£16,500 pa

Hours: 37.5 hours per week shifts between 10am and 6.30pm Mon - Fri We have some exciting opportunities to deliver world class experience for our client. You will be responsible for handling inbound customer service enquiries. You will be dealing with enquiries such as: Billing Enquiries Customer Renewals Cancellation Requests Customer complaints Change of Address Change of Account Details House Moves General Account Enquiries The Role: Working within a lively contact centre, having great conversations with our customers By delivering excellent customer service you will expected to provide a world class service for the customer Using a consultative approach to resolve customer issues Listening and understanding our customers to ensure we deliver a tailored solution Working as part of a team to add value to our business Striving to achieve your personal best through quality targets About You: We are looking for individuals who have a passion for customer service It would be desirable for you to have worked in a regulated/compliance environment You must be a self-motivated, resilient individual, who can adapt within a fast paced environment You will need to be able to evidence 100% commitment to the role Strong written and verbal communication skills are required Start Date: Immediate

Relationship Advisor

London

£50,000

My client is looking for a Relationship Advisor to manage the existing client relationships with technology and life science organisations in the UK and Europe. The team is also responsible for structuring debt facilities for new prospect companies and also plays an active role in deal origination through its relationships. The team covers a broad range of transactions and business profiles from growth stage, pre-revenue, venture-backed companies to mid-market, private and publicly listed corporates. The Relationship Advisor role is responsible for supporting all elements of the client banking relationship with the exception of debt structuring and management of debt relationships. As part of a dynamic organisation, the RA supports all the day to day banking needs for the clients, in additional to participating in the strategic development of these relationships and clients future needs. The RA has an in-depth knowledge of the regulatory environment relating to KYC, AML and other critical regulatory guidance to facilitate Compliance adherence and a broad understanding of banking products and transactions As an RA you are a well-rounded top performer who can be a key contributor in a high energy growth environment. You should be a self-starter with a high degree of client service experience. You should be able to quickly pick up process and procedures in order to provide clients with Product and Services that meet their needs as effectively, as possible. Being able to priorities and manage high volumes of critical tasks including new client prospecting and on boarding oversight, understanding the changing needs and ownership of our clients, developing deeper relationships by both reactive and proactive contacts, managing risk for the bank and the client and maintaining high client satisfaction Responsibilities Portfolio management; day to day banking specialist for a specific portfolio, or pooled portfolio of clients. This includes having an extensive knowledge of all types of bank accounts, payment type, cash management products, online banking capabilities and an understanding of collateral and security taking. Develop client relationships for prospects with oversight of elements of the client on boarding. Proactive and reactive contact to deepen relationships and improve the overall client experience. Ensure documentation and Compliance requirements are met by way of KYC and AML adherence with regular client reviews. Assist in preparing information, leading and participation in client reviews depending on the size and nature of the business Qualification and experience Strong Relationship-Building and Collaboration Skills Ability to network and develop strong positive relationships with external clients and internal colleagues Strong organizational and time management skills. Excellent verbal, written, and presentation communication skills. An ability to quickly gain a thorough knowledge of SVB’s bank operations and products. Ability to demonstrate sound judgement and analytical skills Be comfortable dealing with ambiguity, risk and complex information effectively and be expert in clearly translating complicated issues into actionable recommendations and solutions. An interest in the technology sector and venture capital / private equity transactions.

Independent Financial Adviser

Suffolk

£45k + car allowance

Hours: 37.5 hours per week To provide the highest quality financial planning/advice service for new and existing members in a competent and compliant manner in accordance with guidelines issued by the Regulator and the Society. To work in a way that strengthens our member’s relationship with the Society by providing appropriate financial solutions to meet their defined objectives from the ‘Whole of Market’. To achieve personal income production at levels consistent with those required to enable the wider advice business to meet its operational targets Core Responsibilities: To maximise the opportunities for financial advice provided by the Society’s program of pre-retirement courses, internal leads from PM CRC, NARPO advice requests and self-generated lead sources To identify, generate and develop relationships and opportunities with existing and potential clients through networking and referrals To gather sufficient information to identify the needs of clients, to undertake the relevant research and analysis such that appropriate recommendations can be made. To complete ‘pre sale’ suitability reports and all supporting documentation in a clear, accurate and timely manner to the standards expected by the business. To agree, and establish, the solutions as recommended. To monitor the investments of clients where we have made a commitment to do so. To conduct client reviews, on a commercial basis, at a frequency agreed with the client. To assist in the production of Management Information as required. To ensure compliance with all requirements of the Society’s regulator and to champion TCF principles in all member interactions To ensure that all market, technical and regulatory knowledge is kept up to date. To achieve performance levels, across a broad range of KPI’s, in line with those agreed with the IFA Team Manager – Advice Regulated Responsibilities: CF30 – Retail Investment Advise Control Function 30 (CF30) is the customer dealing function that regulates how advisory services are provided by financial firms to their customers. An approved person is someone that has been approved by the FCA to conduct regulated activities on behalf of their authorised and regulated firm. This post carries the responsibility for acting as an Approved Person and carrying out controlled function 30 for the Society. The post holder must: Act with due skill, diligence and integrity in carrying out their control function Comply with the relevant requirements and standards of the Regulator and Police Mutual policy. Participate willingly and honestly with the Society’s policies on assessing and continually evaluating fitness and propriety Make an ongoing commitment to training and competence in the role Skills, Qualifications, Knowledge and Experience Required: Level 4 Diploma and an active Statement of Professional standing (SPS) certificate Chartered status, or a desire to work towards this A clear ability to Question and Understand client needs An aptitude for structuring financial plans to achieve client objectives A concern for quality & accuracy Commercial thinking Communicating & Influencing Information gathering & analysis Time management & planning Delivering the Mutuality Living the Mutuality Working within a regulated environment Team working The ability to network and identify business opportunities IT literacy Required to have an in depth knowledge of the financial advice marketplace; The customer journey The FSA regulatory framework The FSA T&C regime The UK investment market The principles of Treating Customers Fairly To understand TCF principles and how the role can support, reinforce and influence them Detailed knowledge of legislative and regulatory requirements affecting the role The requirements of current Money Laundering Regulations Tax rules relative to FSA regulated investment products Data Protection Servicing clients through a Wrap or Platform This role requires regular travel and a flexible approach to working hours. Integrity and a highly ethical approach A concern for quality & accuracy Commercial thinking and results orientation Drive & Energy Tenacity & resilience

B2B Telephone Account Manager

Warrington

£20.5k pa + annual bonus up to £25%

37.5 hours per week, Monday to Friday Your role will be to manage a portfolio of customer working in a B2B telephone sales environment on behalf of our client. You will be responsible for effectively managing a portfolio of circa 200 customers to maximize new revenue opportunities, retain and grow revenues and deliver key initiatives. You will be required to work closely with other teams and divisions to deliver portfolio plan objectives. You will be required to build an opportunity pipeline through assessments of opportunities and target markets, information gathering on customers and competitors, generation of new opportunities from existing customers, exploitation of sales campaigns and sales leads, follow-up sales activity, formal proposal writing, negotiation and closing of the sale. We require you to represent the voice of the customer by feeding insight back into the business to build better customer solutions for future. Key Competencies: • Have experience within a sales and service role ideally within a contact centre environment • Have a proven track record of consistently over delivering against targets • Possess good administration, planning and organisation skills • Have first class verbal and written communication • Are educated to GCSE/O-Level standard including Maths and English • Can build effective working relationships with both your team and external client team • Able to demonstrate that you live CPM’s values, possess strong self-belief, able to self-manage and constantly drives for improvement You will join our award winning team at our call centre in Warrington. Additional benefits include: Work life balance Mon – Fri 8.45am - 5.30pm, Sports & Social club, training and development, free parking and a focus on health and well-being (access to an employee assistance programme all year round); We are a sociable team, lots of opportunity for nights out, we also give back to the local community and are active in assisting groups who might need our support. We are looking for B2B Sales Account Managers with a proven track record to join our existing team. Our business is all about our people and it’s crucial that we attract and retain the right talent. We also offer a clearly defined structured progression plan which will enable you to progress to a higher salary tier within this role. Keywords: B2B, customer service, sales, contact center, administration, communication skills

Customer Service Advisor (Home Based working)

Cheshire East

£20,000 - £22,500

Hours: Permanent positions full time (35 hours per week, 5 x 7 hour days per week) Shifts: All shifts are flexible as required between 8am – 6pm, Monday – Friday Our customers are the most important part of our business and as a member of the customer service centre, it is vital that you have the passion as a customer service professional to deliver excellence every time. This will be measured against the high standards of customer satisfaction we set ourselves, are you up to the challenge? We are expanding and have an exciting opportunity for enthusiastic team members to join the customer service team. You will part of a team of fellow work from home Customer Service Advisors, who you will meet up with a couple of times a year. You will need to be organised and manage your time effectively in this work from home position. If you are an exceptional customer focused person, then you should consider this role. You will be responsible for answering enquires from our residents and other internal and external providers regarding Maintenance repair or Housing Management issues, so experience in delivering excellent customer service is essential. It is essential you have excellent customer service, have effective communication skills, be a competent influencer and have strong IT skills. Previous experience of a target focused high volume telephone contact environment is desirable. Applicants shortlisted will be scheduled a short telephone interview on either: 4th,5th or 6th December 2018 If shortlisted at this stage you will then be invited to an assessment day on either the 11th, 12th or 13th December 2018, which will be held in Sale If you are looking for a challenging and rewarding role with the opportunity to progress, this is an ideal role for you! Successful candidates must be available to complete 4 weeks of training where the hours will be 9am – 5pm from the 14th January 2019 through to 8th February 2019. This training will be held in Sale. During this time you will have some work at home days alongside classroom training. For the week commencing 28th January 2019 you will need to provide: Suitable quiet workspace, a spare room or office is ideal A desk and appropriate chair A broadband connection speed that is 2Mb or above – this must be a wired connection (wireless is not possible) A working land line that will be dedicated to work during operational hours A telephone socket in the same room as the work space We will provide: A telephone handset A telephone headset Mouse and keyboard A Computer device and monitors You will be required to attend training and meetings at the office in Sale, as and when required by the business.

Home Based Customer Service Team Leader (Housing)

Cheshire East

£33,000 pa

This is a home based position based in the Manchester area Full time, 35 hours per week between the hours of 7am and 8pm, Mon – Fri (no weekends) Closing date for completed applications: Monday 26th November 2018 Would you classify yourself as a real people’s person? Do you have proven experience of managing teams in a fast paced inbound contact centre? Are you driven to inspire and motivate delivery through first class customer service? Then you sound perfect for our team! We’re launching an exciting new opportunity to lead and manage a brand new home based customer service team and are looking for someone who is passionate about delivering an excellent customer focused service to all customers (internal and external) at each contact. You’ll need to be an effective coach and communicator as well as providing an understanding of the highs and low’s that can come from managing a remote team. We will expect you to be an ambassador and promote a collaborative approach in leading change to always ensure customers receive a right first time service, whilst managing and maintaining performance KPIs. To be successful in this role, you will need to evidence current coaching and developing of individual team members and management of department operational objectives. You’ll be someone who leads by example; puts customers first by taking customer calls when demand is high, and works flexibly to support colleagues. If you are self-motivated, an innovative problem solver, target driven and solution focused and able to work Monday to Friday between 7am – 8pm then apply without delay! Our interview process enables you to showcase your talents through an assessment centre. Interview/Assessment day: Thursday 6th or Friday 7th December 2018 This will be held at 126-150 Washway Road, Sale, M33 6AG. Successful candidates must be available to complete 4 weeks of training where the hours will be 9am – 5pm from the 14th January 2019 through to 8th February 2019. This training will be held in Sale, so you must be able to get there. During this time you will also have some work at home days alongside classroom training. For the week commencing 28th January 2019 you will need to provide: Suitable quiet workspace, a spare room or office is ideal A desk and appropriate chair A broadband connection speed that is 2Mb or above – this must be a wired connection (wireless is not possible) A working land line that will be dedicated to work during operational hours A telephone socket in the same room as the work space We will provide: A telephone handset A telephone headset Mouse and keyboard A Computer device and monitors You will be required to attend training and meetings at the office in Sale and also the main office in Sidcup, Kent, as and when required by the business.

Resource Planning and MI Analyst

Birmingham

£27,000 - £32,000 pa

Hours 37.5 hpw between 8am – 6pm Job Description: This role is based within a brand new team where the ideal candidate will feel comfortable sitting between the resource planning job and the Management Information job. As this is a new team, this resource planning and MI analyst job will not fit someone who is regimented in their approach. There are lots of changes predicted so flexibility is key in this job. JOB SPECIFICATION Day to day monitoring of calls coming into the contact centre Being able to analyse call trends Identify trends and suggest improvements to the business Take ownership of the rota’s Manage the day to day service levels and answer rates Forecasting Discuss findings / presenting results to senior managers PERSON SPECIFICATION Experience of workforce planning Good working knowledge of all Microsoft packages, with strong MS Excel skills A knowledge of Business objects or TABLEAU would be desirable Excellent numerical skills with excellent attention to detail. Good verbal and written communication skills, with an ability to communicate effectively at all levels An analytical mindset The ability to work in a fast paced environment whilst maintaining accuracy Self-motivated with a will to succeed Constantly seeking to drive process and performance improvement A desire to develop the role and help grow the position to add value beyond resource planning Clear communication style with the ability to articulate data Encourages and listens to feedback from customers and the team Some complaints handling experience within an FS regulated background would be advantageous Keywords: resource planning, MI Analyst, real-time analyst, realtime analyst, complaints, tableau, business objects, forecasting,