About Us

Across the FT Group, our people are united by a mission to deliver world-class information, news and services to our global audiences. We're a digital-first organisation made up of journalists, technologists, product managers, event planners, strategists, commercial and finance experts, marketing and communications specialists - and much more. Our strength is in our employees.

Our commitment to diversity and inclusion in the workplace

At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

Role Overview

The FT prides itself on delivering outstanding, proactive, and engaging customer service to its global leadership. In order to do so, our Customer Care teams must have access to appropriate data and reports that provide insight and drive performance.

By joining the Customer Care Business Intelligence team you can expect to join an inspiring and transformative team with a clear strategy to drive positive change for our customers and employees alike. In order to support this transformation, we are looking for a highly motivated team player to join us on this journey.

You’ll be essential in creating and distributing regular reports which provide insight to our managers in order to highlight areas for improvement and growth; ensuring our KPI’s are being met at an individual and department level. You’ll be expected to provide insight, analysis and recommendations on both reporting best practice and performance improvement. You’ll own the production of our Agent Scorecards, collating various data points into a single digestible format for our managers and team leaders to use and drive performance.

Main Duties and Responsibilities 

  • Produce Weekly Agent Scorecards detailing individual agent performance against determined departmental KPI’s
  • Highlight trends and anomalies in weekly or monthly reporting and ensure the appropriate level of investigation and communication with the relevant stakeholders to recommend changes to improve performance
  • Regularly consult with management on call centre reporting best practices, strategies and individual team performance, and make proactive recommendations for improving performance targets
  • Handle complex and varied ad-hoc reporting requests on a regular basis, and undertake focussed analysis projects to offer insight
  • Develop and improve existing reports and streamline, where possible, the reporting process
  • Collaborate with stakeholders to review and maintain appropriate reporting requirements and parameters

Essential Skills & Behaviours:

  • Strong analytical skills and a data-driven approach
  • Ability to take complex and varied information/data and present it in a simple way that can
    drive performance
  • Good interpersonal and communication skills
  • Ability to identify problems; determine accuracy and relevance of information; use sound judgement to generate and evaluate alternatives and make recommendations
  • Proactive and pragmatic attitude to challenge the status quo and drive positive change
  • Ability to multi-task and respond to changing priorities, maintaining a high level of accuracy
  • Team Player with a positive attitude; willing to pitch in where needed and demonstrate a willingness to assist with tasks outside immediate key role requirements for the benefit of overall organisational success

Essential experience:

  • 2 - 3 years experience working in a reporting role
  • Experience working with MS Excel; MS Access
  • Collaboration across geographic regions, functions and teams, and working with stakeholders
  • Experience working in a Customer Service or Contact Centre environment

Desirable experience:

  • Experience working with Google Suite
  • Experience working with Salesforce
  • Experience of mathematical modelling and statistical analysis

What’s in it for you? Our Benefits

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced maternity & paternity packages, subsidised gym memberships and Giving Back opportunities. Full details of our benefits can be found here.

Further Information

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help.

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As part of the FT’s commitment to equality, diversity and inclusion, in this section we ask for information to help us measure the effectiveness of our equal opportunity policies.

This information is voluntary and your application will not be treated differently based on whether or not you provide these details.

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