BI Analyst - Johannesburg Verfied

Salary Negotiable Johannesburg, Gauteng Johannesburg, Gauteng more than 14 days ago 06-09-2017 11:15:43 AM
01-11-2017 11:15:43 AM
Job Description:

The primary purpose of this role is to service the information needs of the Contact Centre Operations Portfolio by gathering and analyzing data and recommending actions based on insights generated while implementing new data strategies to enable enhanced reporting insights.

Key Responsibilities:
Preparation of weekly/monthly presentations and reports on business performance indicators within the Operations environment
Maintaining 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


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 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 enabling team to achieve outcomes
Good planning and organizational skills
Must be able to work to and manage deadlines, often under pressure or with tight delivery 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 difference components, and highlighting the impact to the business
Attention to detail and commitment to delivery is vital
Understanding of statistics & trend analysis
Passion for data

Qualifications & Experience:
Relevant Tertiary qualification in Business Analysis/IT required
High Level of Proficiency, in either SQL or SAS, in coding and data analysis required
Advanced use of Excel
4 years’ experience in Operations/Contact Centre 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
Proven coding experience & the ability to write data queries using a coding language like SQL
Working knowledge of SAS