Salary: Competitive
Location: Cape Town, CBD

About the company:
A leading Global BPO business is seeking to employ an MI Analyst to drive overall performance and manage Customer Voice processes for UK Insurance (Sales & Service or Claims). With stunning, state of the art offices in the City Centre, this company places a high value on their people and their development and has a truly employee centric culture where they understand the value of a happy team.
Duties Include:

• Assist Operations team with performance management
• Provides analysis for process improvement
• Prepare reports for business reviews for stakeholders and support and clients
• Monthly Operations interaction for metric calibration
• Template and tracker creation
• Scorecards and dashboards maintenance
• Data collation for reports generation
• Processing of internal movement requests
• Tracking of Pay for Performance, milestone and other process incentive programs
• Payroll data processing
• Any other duties as requested by the MIS Manager and Operations leaders
• Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction
• Documented monthly performance review of Assistant Managers
• Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them
• Mentor Agents and TLs for their growth and development
• Drive reward and recognition activity on the floor.
• Drive process improvement activity on the floor using Process Excellence methodology.
• Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
• Stay in touch with the Client at the Process Owner level on regular basis to review progress.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Requirements:
• Minimum of 1-2 year experience as Reports Analyst/MIS Analyst or performing similar duties within Inbound Voice operations
• BPO experience advantageous
• Matric essential
• Relevant Degree / Diploma qualification advantageous
• Excellent communication skills
• Credit Clear
• Numeracy skills (Essential)

What to include:
• Detailed cv (Please include month and year employed)
• Reason for leaving last employ
• Current salary
• Required salary
• Motivational letter
• Please indicate race for BEE purposes