Business Area: Contact Centres
Joining the Resource & Performance Management Team as a Management Information Analyst you will be responsible for producing management information and reports both on a routine and ad-hoc basis. The role will involve developing reports using current reporting systems i.e. Business Objects. Pega, WFO and an advanced understanding of databases. You will also be involved in delivering pro-active analysis to inform operational and strategic decisions, evaluating our SLA performance and identifying areas of underperformance, deviations and suggesting improvement opportunities.
TUI Group is the world’s number one integrated tourism business. We continue to build a single customer facing team across our airline, contact centre, overseas and retail service teams that will deliver a consistent, contemporary service to every single customer. Joining us will not only provide opportunities for you to grow your career, but the benefits of being part of an exciting multi-cultural united team
As a Management Information Analyst you will be responsible for producing and developing MI/BI (Business Intelligence/Business Improvement) reports, analysing the information to identify and highlight deviations and improvement opportunities for the R&PP team. You will be able to produce explanatory commentary, insights and recommendations to produce improvement plans. You should be able to handle MI-related enquiries from other functions and provide ad-hoc analysis upon request from the wider business.
You will develop and maintain a consistent model, reporting analysis tools and methodologies. You will also support the development of KPI’s, performance metrics and target setting processes. You will design, implement and drive improvement in the reporting and analysis processes, whilst ensuring you’re engaged with relevant stakeholders.
As part of the Resource & Performance Planning team, you will support the Contact Centre with Real-Time monitoring of Service delivery to ensure that the best service is delivered for our Customers. This responsibility is shared by all members of the team and covers the Contact Centre operational hours.
Finally within the Resource & Performance Planning Team you will identify improvement opportunities and support the implementation of improvement plans across the wider business to ultimately reduce the impact of changes on the business and our customers.
The Swansea site is the Crisis centre for TUI meaning that when world events occur which impact TUI Customers, Swansea is set up to support this and sometimes may open 24/7 to bring Customers home. Working within R&PP, you will be required to support Swansea in Crisis situations
You can look forward to a competitive salary, pension scheme and further benefits such as generous holiday discounts, excellent rates with foreign exchange and discounts with retailers.
TUI UK and Ireland is the UK’s largest tour operator with key brands including TUI, First Choice, Marella Cruises and Crystal Ski Holidays. Our airline is the country's third largest with 62 aircraft operating to over 88 destinations in 30 countries. We have a team of more than 10,000 employees serving over 5.5 million customers each year. It’s our people that make us number one.
TUI Group is the leading tourism business with over 67,000 employees across the world. The Group includes our unique hotel portfolio, our cruise ships, our own aircraft, tour operators, travel agencies, and much more. At TUI, we’ve embarked on a journey of development towards a more digital, connected and integrated future. Join us now and shape the future of travel.
Be Yourself… Be Unique! TUI’s more than a brand, it’s who we are. Trusted – Unique – Inspiring.
We’re a global travel company with diverse customers. Together, we embrace different continents and cultures. We believe travel broadens the mind.
We’re on a journey; just like our customers. We believe that differences drive innovation and we’re encouraging an environment where diverse talent thrives.
Inclusion is fundamental to everything that we achieve and it’s our unique colleagues that determine our future. Join us and be yourself at TUI.
Apply online, we just need a few details from you and your CV.