MI Analyst

About Motorway

Motorway is the UK’s fastest-growing used car marketplace – our award winning, online-only platform connects private car sellers with over 7,500 verified dealers nationwide, who compete to offer the best price. Founded in 2017, our technology makes the process refreshingly easy, earning us an 'Excellent' Trustpilot rating with over 70,000 reviews. We're not just building a platform; we're changing how people sell cars.

Backed by leading investors like Index Ventures and ICONIQ Growth, and following a successful $190 million funding round, we're on a mission to transform the used car market.

About the team

👋 Hi, I'm Cameron, Head of Workforce Planning. I'm looking for an MI Analyst to join my team and play a key role in driving performance and productivity within our Contact Centre operations. We're a close-knit team that has a real impact on the company by providing data-driven insights to improve efficiency and enhance our customer experience. If you're passionate about turning raw data into actionable insights and want to work in a fast-paced environment, you'll love it here!

About the role

As our MI Analyst, you'll be instrumental in driving performance and productivity within our dynamic Contact Centre operations. You'll be working in the Workforce Planning team, collaborating closely with Contact Centre management across multiple departments and locations. A key part of your role will be designing, developing, and delivering daily, weekly, and monthly reports that measure agent productivity, monitor key performance indicators, and support effective business reviews. You'll transform raw data into actionable insights, enabling operational teams to proactively manage performance, identify areas for improvement, and ultimately enhance our customer experience. This role offers a unique opportunity to directly impact the efficiency and effectiveness of our frontline teams through data-driven decision-making in a fast-paced environment. Your responsibilities will include:

• Developing and delivering daily, weekly, and monthly performance reports focused on agent productivity, utilisation, and key Contact Centre metrics across all channels (phone, email, chat, messaging).

• Supporting the preparation and delivery of data for daily, weekly, and monthly business reviews, ensuring accurate and timely information is available to operational leaders.

• Collaborating closely with Contact Centre leadership, team leaders, and agents to understand their specific reporting needs related to performance management and productivity drivers.

• Designing, developing, and maintaining a suite of user-friendly and visually engaging reports using appropriate tools to monitor key Contact Centre service delivery and productivity indicators such as handling time, agent utilisation, occupancy, adherence to schedule, availability, and output metrics (e.g. number of interactions handled per agent).

• Extracting, cleansing, and transforming data from various systems and databases (Talkdesk, Zendesk, Calabrio).

• Proactively identifying opportunities to improve existing reports and develop new analyses that provide deeper insights into agent performance trends, productivity levers, and areas for operational optimisation.

• Owning and managing key Contact Centre performance and productivity reports, acting as the primary point of contact for queries, providing explanations, and ensuring data accuracy and integrity.

• Developing and maintaining documentation for reports and data sources to ensure clarity and facilitate knowledge sharing within the Operations team.

• Monitoring data quality and report accuracy, investigating and resolving any discrepancies in a timely manner.

• Presenting findings and insights from performance and productivity analyses to stakeholders in a clear, concise, and actionable manner during business reviews and other forums.

• Contributing to the definition and evolution of Contact Centre KPIs and metrics related to agent performance and productivity in line with business growth and strategic goals.

• Working closely with BI and other teams to ensure the availability, integrity and alignment of relevant data sources and KPIs, including agent-level performance data.

• Supporting the automation of currently manual data collation processes for performance reporting.

• Assisting in the development of reporting to track the performance of operational "test and learn" initiatives.

• Providing data and analysis to support the monitoring of BPO partner performance against contractual obligations.

• Staying informed about industry best practices in Contact Centre analytics and BI tools, recommending and implementing improvements where appropriate, particularly in relation to productivity measurement.

• Supporting ad-hoc data requests and analytical projects related to agent performance and operational efficiency as required by the Contact Centre leadership.

About you

• Proven experience working as an Analyst or similar role, with a strong focus on performance reporting, within a Contact Centre environment.

• Demonstrable experience in developing reports and analyses specifically focused on measuring and driving agent productivity and performance.

• Strong proficiency in data extraction, manipulation, and analysis.

• Experience in developing and maintaining reports using Zendesk, Talkdesk, Calabrio and Google Sheets, or similar tools.

• Excellent data visualisation skills with the ability to present performance data clearly and effectively for a non-technical audience.

• A solid understanding of Contact Centre operations, key performance indicators, and common metrics related to agent productivity, efficiency, and service responsiveness.

• Strong analytical and problem-solving skills with the ability to identify trends, patterns, and insights from performance data to drive operational improvements.

• Excellent communication and interpersonal skills with the ability to collaborate effectively with operational stakeholders at all levels, including presenting data.

• Strong attention to detail and a commitment to data accuracy and integrity, especially when dealing with performance-sensitive information.

• Ability to manage multiple tasks and prioritise effectively in a fast-paced operational environment with daily and weekly reporting deadlines.

• A proactive and self-motivated approach with a desire to continuously learn and improve performance reporting capabilities.

• Experience working with large datasets and data warehouses is desirable.

You could be a great fit if

• You're passionate about data and its power to drive business decisions.

• You enjoy working in a collaborative environment and building strong relationships with stakeholders.

• You're a problem-solver with a knack for identifying opportunities for improvement.

• You thrive in a fast-paced environment and can manage multiple priorities.

• You're committed to delivering high-quality work with a strong attention to detail.