Job Description

1. Role Purpose

This role exists as an Analyst for the MiBi team to support delivery of automated relevant operational and client reporting or outputs within SA.

You will be responsible for the delivery of the following:

• Works with the operational teams to understand reporting requirements
• Identifying data sources for key contractual and internal metric reporting
• Liaise with the client and internal partners to set up the ETL process
• Working with the campaign leads, SQL DBA team & Visualization team to deliver relevant timely and accurate reporting
• Set up automated schedules to ensure reports are communicated / published as per requirements and conform data regulatory requirements
• Report are scheduled across campaigns in such a way to optimize end user experience
• Identity opportunities from reports to build and develop insights
• Maintain a working knowledge of the operation and effect changes to reporting in line with process changes
• Responsible for overall MiBi delivery, support and execution across your campaign(s)
• Ensures adherence to company and department policies and procedures across your campaign(s)
• All high-level processes are documented and change controlled with sign off on contractual and operational KPIs

2. Qualifications Required

Essential

• Matric/Grade 12 Certificate
• Hold or working towards:
• A certification or equivalent in a relevant field such as Computer Science, Statistics, Applied Math, Informatics or other similar fields
• BPO experience across multiple functions

Preferred

• A degree or equivalent in a relevant field such as Computer Science, Statistics, Applied Math, Informatics or other similar fields

3. Experience Required

Essential

• Minimum 2 years’ work experience in a Contact Centre industry or experience across support functions or a relevant education certificate
• Experience and understanding of:

•Ability to identify and source data points to deliver relevant reporting for operation(s) & client(s)
•Extract, Transfer & Load process Data extraction, manipulation and maintenance (Microsoft Office, Microsoft SQL, Excel)
•Data Structures
• Contact Centre measures and metrics
•Ability to understand end to end process and make recommendations to aid in development of operational and client reports

Preferred

• Exposure to CRM

4. Job-Related Knowledge, Competencies & Skills Required

Essential

• Subject matter expert in solving technical problems
• Translating operational requirements to Technical scope
• Collaboration (Relating)
• Customer First
• Execution – proven ability to manage workload and deliver projects within agreed timelines
• Innovation (Perspective)
• Personal Mastery (Learning)
• Has a High Energy Level & Stress Tolerance - to cope with long hours and constant deadlines; excels at operating in a fast paced environment; is resilient, has tenacity and maintains high levels of drive and initiative under pressure
• Communicates effectively - at all levels both within, as well as outside the company
• Conflict management & resolution skills
• Networking skills & the ability to be resourceful

5. Other Specific Requirements

• Must be mobile and able to travel locally and domestically, as per business requirements

Job Type: Full-time