Job summary

Cape Town, South Africa, Africa
Career Level:
Mid Career (2+ years of experience)
Job type:
Full time
Market Related incl Med Aid and Pension + incentives

Data Analyst – Contact Centre and Operations Portfolio (Ref 117)

About this job

UNFORTUNATELY, THIS POSITION HAS BEEN FILLED. Great career opportunity with an innovative and forward thinking company that boasts an excellent track record as well as huge potential for growth. Enviable working environment that is fast, flexible and fun – and committed to excellence. The primary purpose of this role is to service the information needs of their sophisticated Contact Centre as well as their Operations Portfolio by gathering and analysing data and recommending actions based on your insights. You will be encouraged to utilise your skills to develop and implement new data strategies with a view to enhancing both operational reporting and insights.

 Qualifications, Experience and Competencies:

·         Relevant Tertiary qualification in Business Analysis/IT required

·         High Level of Proficiency in either SQL or SAS, in coding, data queries and analytics required

·         Advanced use of Excel

·         Understanding of statistics & trend analysis

·         4 years’ experience in Operations data mining and analysis

·         Experience in developing/ sharing knowledge with other team members

·         Above average knowledge of computers, operating systems, analytical software and databases

·         Experience in the Financial Services industry advantageous

·         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 an entity relationship diagram.

·         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  

·         Problem solving ability following well-structured frameworks

·         Ability to anticipate problems and make decisions

·         Good planning and organizational skills

·         Must be able to work to and manage deadlines, often under pressure

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

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

·         Attention to detail and commitment to delivery is vital

·         Passion for data


Key Responsibilities:

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

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

·         Interpreting of analytics to understand how current Operations processes can be enhanced, leading to improvements in Operations

·         Management of internal relationships in order to collate and validate data/processes

·         Production and development of portfolio quality and benchmarking reports

·         Daily, weekly and monthly updating and timeous distribution of reports

·         To ensure Operations Managers 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

·         Adhoc analysis for internal stakeholders

Job keywords/tags:  Business Analysis/IT required , SQL or SAS , in coding , data queries and analytics required
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