Contact Centre Real Time Data Analyst

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.