Contact Centre Real Time Data Analyst - Cape Town Region
Our client has an opportunity available for a Contact Centre Real Time Data Analyst. Requirements: Degree in BSc in Computer Science, Statistics, Data Management or equivalent. 1 years in a real time data analytics, reporting, BI and systems orientated or equivalent role, delivering real time data, insights, reports, and inputs to an operational customer services team - essential. Experience applying data mining and modelling methodology to support strategic operational decision making – essential. Knowledge of data analysis toolkits– essential. Strong proficiency in MS Office 365 with advanced Excel skills – essential. Experience in a retail, contact centre or IT environment – essential. Responsibilities: Identify opportunities for continuous improvement in the real time data function and related processes, to ensure ongoing process efficiency. Ensure data management processes adhere to continually changing privacy and legal compliance requirements. Manage the analysis of raw contact centre data to inform customer service insights. Participate in monitoring and evaluating operational performance insights and recommendations. Provide functional knowledge and input during planning, design and implementation of initiatives and data related projects. Adopt multiple actions with stakeholders to elicit operational real time analytics and reporting requirements.
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