Head of Data Analytics

Job description

• Importing, cleaning, transforming, authenticating, or modeling data with the purpose of understanding and making sound deductions from the data for decision making purposes
• Engage the wider divisional and data communities to ensure understanding of the Informatics strategy and roll-out thereof
• Give input into the development of an appropriate operational strategy to support the CallForce reporting & analytics strategies
• Embed best practice solutioning standards into project rollouts and ensure adherence to CallForce Principles and Design Guidelines
• Operationalizing analytics, mapping requirements to implementation, selecting technology, and evaluating non-functional attributes such as security, usability, and stability
• Understand the enterprise Reporting & Analytics landscape to apply Innovation practices.
• Communicating findings and results by means of presentations, and written communication, both internally and externally
• Developing and building Internal Ops reporting in real time where possible

• Populating systems with data to accurately measure various performance metrics including quality, KPI’s, profitability etc.

• Manipulation of data into client formats where required
• Understanding data and providing insights based on data analysis

• Creating data analysis reports based on current and future business needs
• Thoroughly preparing data – retrieving, combining and validating data, from multiple sources.
• Recognize data errors and inconsistencies through Identifying exceptions and errors
• Presenting reports based on the collection, analysis, and interpretation of data
• Develop and maintain the Reporting and Analytics solution based on roadmaps and projects in adherence to group standards
• Understand current Reporting & Analytics and impact on the business reporting strategies and guiding principles

• Analyzing client data to identify possible missed opportunities

• Utilizing data to predict business trends

• Implementing tools to assist in automating reports and audits in order to optimise efficiencies, reduce costs and meet business objectives

• Developing, monitoring and maintaining a suite of databases to enhance and utilise data more effectively

• Produce comment and analysis of profitability of contracts
• Ensure accuracy of billing

• Presenting analysis in an understandable concise language
• Initiating process changes and enhancements where necessary and overseeing successful implementation

Requirements

• Bachelor’s degree in relevant discipline (e.g., Maths, statistics, Information Management) a strong advantage
• 6+ years of data analytics experience in the BPO sector/Contact Centre involving multiple client/projects
• Hands-on experience with data architecting, data mining, large-scale data modelling, and business requirements gathering/analysis.
• Direct experience in implementing enterprise data management processes, procedures, and decision support.
• Strong understanding of relational data structures, theories, principles, and practices.
• Strong familiarity with metadata management and associated processes.
• Hands-on knowledge of enterprise repository tools, data modelling tools, data mapping tools, and data profiling tools.
• Demonstrated expertise with repository creation, and data and information system life cycle methodologies.
• Proven track record in producing high quality analytics and problem solving

Skills

• Ability to identify trends in information, and recommend actions or alternatives to the findings
• Precise and granular attention to detail
• Ability to interpret and organize numbers and data in excel and other data analytics platforms
• Strong statistical analysis skills
• Creative problem solving
• Advanced presentation and communication skills
• Ability to present analysis in a clear and understandable manner