Job summary

Cape Town, South Africa, Africa
Career Level:
Senior (5+ years of experience)
Job type:
Full time

Operations Analyst (Ref 117)

About this job




Main Purpose:The primary purpose of this role is to service the reporting and analytics needs of the Contact Centre Operations Portfolio by gathering, analyzing and presenting data and recommending actions based on insights whilst implementing new data strategies to enable enhanced reporting insights.

Qualifications & Experience:

·         Relevant Tertiary qualification in Business Analysis/IT required

·         Proven coding experience and the ability to develop and maintain reporting in SQL essential

·         Experience using SAS advantageous

·         Working knowledge of, or exposure to, R and Python

·         Advanced use of Excel

·         4 years' experience in Operations/Contact Centre data mining, analysis, and development

·         Experience in developing/ sharing knowledge with other team members

·         Experience in the Financial Services industry advantageous

·         Experience within the data science or decision science disciplines advantageous


Key Competencies:

·         Strong analytical and report writing capabilities

·         Ability to analyse & interpret results, publish and present reports, and share insights with various levels in the organisation.

·         Understanding of data integration & relationships, e.g. the ability to use or create entity relationship diagrams.

·         Strong understanding of and exposure to project management methodologies

·         Ability to identify new ideas and alternative ways of working 

·         Ability to absorb new information and learn new techniques quickly & continuously

·         Ability to anticipate problems and make decisions enabling achievement of outcomes             

·         Ability to manage deadlines under pressure and within tight timeframes.

·         Customer-oriented, high quality service delivery to internal and external customers

·         Ability to think systemically and understand the big picture, and the inter-play between the different components

·         Attention to detail and commitment to delivery

·         Deep understanding of statistics & trend analysis

·         Passion for data and problem solving


·         Ability to work independently and without supervision 



Core Responsibilities and Tasks:

·         Preparation of weekly/monthly presentations and reports with commentary and insights on business performance indicators within the Operations environment

·         Maintenance and mining of any business related data sources, specifically communication & CRM systems such as: Vision+, CMS, Verint, Presence, AACC, Alpha+

·         Conduct research to ensure best practices are applied

·         Integrating external data sources into the current reporting infrastructure 

·         Data exploration of new and undocumented data sources

·         Interpretation of data to understand how current Operations processes can be enhanced, leading to improvements in Operations

·         Management of internal relationships

·         Ensuring Operations Leaders have access to the information they require in a format that is appropriate and useful

·         Identification of manual Data Sources for integration and implementation of analytics and warehousing of the data

·         Identification of manual processes and implementation of tools (outside of a formal system) to realise efficiency and integration into larger systems

·         Ad hoc analysis for internal stakeholders


·         Implementation of best practice to ensure data quality and integrity

Job keywords/tags:  Strong analytical and report writing , Deep understanding of statistics & trend analysis
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