Job Description

Key Performance Areas:

• Identify relevant sources of data from which to draw information.
• Agree report specification and format with line manager, operation and client.
• Gather and collate information into a report and ensures accuracy.
• Create visual and insightful dashboards, appropriate for the defined audience.
• Deliver reporting requirements in a timely manner.
• Facilitate the process of information analysis and report development for the operation.
• Conduct statistical and commercial analysis to help aid understanding of the operation and identify risks / trends.
• Explore and identify reasons for such risks / trends.
• Support the Continuous Improvement team by providing required reporting and analytical support.
• Analysis of data from various sources in order to ensure that the business acts proactively on the information at its disposal.
• Identify opportunities for further development within the management information systems.
• Integrate data into relevant workflow processes, to continuously improve what the company does and how it does it.
• Monitor the environment to proactively engage in preventative activities and to maintain an environment that is easy to understand and troubleshoot.
• Deliver data and information to the business in line with business priorities, according to quality standards, within the agreed time constraints.
• Integrate new sources of data into company databases to be analysed and included in relevant reports.
• Work closely with other business partners in conceptualizing, defining and delivering new reports, as well as improving existing ones.
• Maintain each operation’s MI Brief.
• Audit each operation’s MI and makes sure it is in line with the MI Brief.
• Support the operations in signing off all delivered reports and confirms that they are fit for purpose.
• Work with the operations to encourage a standardized set of reporting and MI tool.
• Continuously identify and improve processes and procedures to minimize negative impact to procedures, data and business reporting.
• Create any ad hoc reporting as needed to present to Management or Client/s.
• Stay abreast of MI and Reporting best practice and technologies to continuously improve this function within the business.
• Build strong interpersonal relationships with internal clients.
• Work independently as well as in a team environment.
• Demonstrate professional behaviour, teamwork, punctuality, dependability, and adherence to company policies and procedures.
• Accept all other duties assigned by the management team and undertake any other reasonable duties to support the business as required.

Education and qualification:

• Matric with a strong aptitude in Mathematics (Core).
• Advanced Excel skills and experience
• Lean, Six Sigma and SQL certification preferable.
• Must have a minimum 3 years of experience in a Business Analyst or Data/MI Analysis role.
• Experience working within a customer service environment preferable.
• Well versed in contact centre specific MI and Reporting concepts and tools.
• Attention to detail and analytical by nature.
• Ability to deliver results in a fast paced and dynamic environment.
• Ability to present a professional image and demeanour to internal and external customers.
• Ability to communicate effectively both orally and in writing with internal and external customers.
• Data analysis knowledge and experience with particular reference to Root Cause Analysis methodologies.
• Advanced knowledge and competency in Excel are essential.
• Demonstrate exceptional organizational skills and the ability to handle confidential material.
• Experience communicating and influencing across job levels with both internal and external partners.
• Ability to push back, foresee potential issues, and advocate for relentless improvement.
• Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change.
• Ability to make independent, sound decisions.
• Good analytical and strong data background.
• Excellent communication skills both spoken and written.
• Excellent decision-making skills, critical-thinking skills as well as organisational skills.
• Ability to work independently.