Resource Planning - Operational MI Analyst

  • Job Reference: DST/TP/69208/13465
  • Date Posted: 23 May 2023
  • Recruiter: SS&C
  • Location: Basildon, Essex
  • Salary: On Application
  • Bonus/Benefits: Competitive
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent

Job Description


Do you have experience working in customer call centres, and are looking for a new way to progress your career? With the Call Centre being at the heart of our business, we are looking for experienced individuals to help grow this further with the production of metadata.

Through the use of software designed to analyse the speech patterns of customers, and to look for key words and phrases, the resource planning speech analyst will help collate this data and present it to management, which will ultimately help us improve the customer's experience with SS&C


  • Competitive starting salary, followed by regular reviews and increases, as milestones are met.
  • Fully paid training and qualifications
  • Competitive holiday policy
  • 6% employer pension scheme contribution
  • Life Assurance (4 x salary)
  • Single person healthcare
  • Flex benefits scheme
  • Discount scheme
  • Sports and Social groups

Main Responsibilities

This position gives you the chance to assist in the generation and delivery of the all-important month-end KPI packs that go out to every management company client, as well as with other daily, weekly and monthly tasks (plus other ad hoc reporting) for internal stakeholders across all areas of the business.

You'll use Excel and other systems to collate raw data from across the various operational areas of SS&C, and calculate KPIs and other interesting metrics, which will then typically be processed into PowerPoint presentations or other templates for the recipient. You'll also be responsible for investigating and responding to email queries concerning MI reporting from teams such as the CSMs, and for maintaining various procedures and workbooks that allow us to share responsibility for the >1,000 unique reporting tasks under our diligent care.

Strong skills in Excel are a must, along with a penchant for complex problem-solving, attention to detail, and being comfortable with working to tight SLA deadlines. Good teamwork skills are also essential

Ideal Candidate

We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring diversity of perspective to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

All offers of employment at SS&C are subject to background verification checks, including 5 year employment history, proof of eligibility to work in the UK, proof of address, credit check and criminal record check. The accuracy of all information you submit as part of your application is vital and may be used as part of the background checking process should you be successful.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.