Contact Centre Real Time Data Analyst

A well established company based in Brackenfell Cape Town is looking to employ experienced Contact Centre Real Time Data Analyst to join their organisation.

Purpose of the role:

• To participate in and support the gathering, analysis and understanding of the customer services’ operational data and analytics requirements and translating these requirements into real time analytics
• This role ensures the provision of meaningful operational real time data which can be used proactively by the broader Contact Centre team generally and the Customer Services operations team specifically to improve resourcing, workforce and capacity practices, productivity and decision making
• Additionally, the role provides support to the Contact Centre Performance Analyst as required and works across multiple Contact Centre functions as assigned to validate data integrity
• The role forms part of the workforce management capability and partners with Customer Service operations teams to enable delivery of service levels and productivity targets
• The Contact Centre Real Time Data Analyst applies the Contact Centre/Customer Services’ drivers and levers, to monitor and report intraday actuals against plan, and optimise the workforce to ensure service levels are met, whilst ensuring the workforce is utilised efficiently – optimum forecasting versus actual capacity given call volumes, resource scheduling etc.

Qualification and Experience

• Degree in BSc in Computer Science, Statistics, Data Management or equivalent - (preferred)
• +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 (SQL, Python etc.) – (essential)
• Strong proficiency in MS Office 365 with advanced Excel skills – (essential)
• Experience in a retail, contact centre or IT environment – (essential)
• We value practical learning experiences, if a candidate does not have a degree, demonstrable relevant experience will be considered
• A proven track record of delivering 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)