Data Analytics Consultant – Contact Centre and BPO
| Location | Sunninghill, South Africa |
| Date Posted | July 9, 2022 |
| Category |
IT / Information Technology
|
| Job Type |
Full-time
|
| Currency | ZAR |
Description
CallForce Direct is a specialised recruitment agency and BPO, focusing on human development and empowerment of South Africans within the Call Centre environment.
Duties & Responsibilities
- Importing, cleaning, transforming, authenticating or modeling data with the purpose of understanding and making sound deductions from the data for decision making purposes
- Communicating findings and results by means of presentations, and written communication, both internally and externally
- Developing and building Internal Ops reporting in real time where possible
- Populating systems with data to accurately measure various performance metrics including quality, KPI’s, profitability etc.
- Manipulation of data into client formats where required
- Understanding data and providing insights based on data analysis
- Creating data analysis reports based on current and future business needs
- Thoroughly preparing data – retrieving, combining and validating data, from multiple sources.
- Recognise data errors and inconsistencies through Identifying exceptions and errors
- Presenting reports based on the collection, analysis, and interpretation of data
- Analysing client data to identify possible missed opportunities
- Utilising data to predict business trends
- Implementing tools to assist in automating reports and audits in order to optimise efficiencies, reduce costs and meet business objectives
- Developing, monitoring and maintaining a suite of databases to enhance and utilise data more effectively
- Produce comment and analysis of profitability of contracts
- Ensure accuracy of billing
- Presenting analysis in an understandable concise language
- Initiating process changes and enhancements where necessary and overseeing successful implementation
Desired Experience & Qualification
Requirements
- Bachelor’s degree in relevant discipline (e.g., Maths, statistics, Information Management) a strong advantage
- 3 – 5 years of data analytics experience in the BPO sector involving multiple client/projects
- Proven track record in producing high quality analytics and problem solving
Skills
- Ability to identify trends in information, and recommend actions or alternatives to the findings
- Precise and granular attention to detail
- Ability to interpret and organize numbers and data in excel and other data analytics platforms
- Strong statistical analysis skills
- Creative problem solving
- Advanced presentation and communication skills
- Ability to present analysis in a clear and understandable manner