Operations & Analytics Lead (Stellenbosch)

2 weeks ago

Cape Town, Western Cape, South Africa O'Brien Recruitment Full time

Role Duties and Responsibilities:

  • Support call centre technology functions across multiple platforms.
  • Responsible for the scheduling of the call centre resources.
  • Responsible for call centre reporting and making recommendations to management on realtime staffing needs; analyse support metrics and identify trends.
  • Responsible for monitoring, auditing and improving incentive plans and payments.
  • You will have the ability to understand and interpret the data and regional objectives in a way that can be operationalised.
  • Play a leadership role within the operations team for AU.
  • Responsible for weekly reporting requirements in the AU region for sales, incentives, claims, partners, and other adhoc reports.
  • Communicate and provide feedback effectively to the customer service team.
  • Continuous benchmarking and implementation of call centre improvements.
  • Responsible for specific daily, weekly, and monthly reporting requirements.
  • Take ownership of reporting improvements with the goal to automate where possible.
  • Assists the Regional Lead with product improvement, quote line testing and product changes.
  • Drive the development and document business processes.
  • Lead and participate in crossfunctional project teams

Role Experience and Qualifications:

  • Call Centre Operations Experience (preferred)
  • Strong analytical background
  • Experience in a fastpaced multi region environment
  • Communication skills (Written & Verbal)
  • Attention to detail and the ability to multitask
  • Experience in supporting sales or operational environment
  • Undergraduate business administration or commercial degree
  • High level of skills across a broad range of technology platforms
  • Broad operational experience will be a bonus

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