Management Information Analyst

2 weeks ago

Durban, KwaZulu-Natal, South Africa Procera Full time

Department: Procera – Centre of Excellence

Position: Management Information Analyst

Start Date: Fixed term

Reports To: Continuous Improvement Manager

Purpose Of The Job: To support the Procera business in the sourcing, collation, linking and interpretation of all operational data, producing standardised (timely and effective) daily, weekly, monthly reporting and ad-hoc reports as required.

Minimum Qualifications And Experience:

  1. At least 2 years current experience in a MI Analyst (or BI Analyst) role
  2. Experience of producing operational reports (combining operational aspects)
  3. Proficient in Microsoft applications: Excel (Advanced), PowerPoint, and Word
  4. Understanding of inbound and outbound contact centres (ideally gained within a BPO environment)
  5. Experience of working with analytics tools
  6. Educated to minimum matric level

Job Responsibilities:

  1. Support the Procera business in creation and ongoing production of value-reporting; correlating disparate data sets, analysing and questioning trends, variations and anomalies.
  2. Work closely with key stakeholders; Operational Leadership, Workforce Optimisation, Quality Assurance, Continuous Improvement, etc. to ensure that highly effective reporting is delivered for operational tracking and measurement purposes.
  3. Using information to identify emerging trends and provide commentary to the business to ensure material patterns and variations are understood (including best practice and issues/anomalies for investigation).
  4. Present and explain the reports and associated MI to the assigned owners/stakeholders.
  5. Ensuring accuracy of source data and reports to deliver high levels of integrity in production and reports consistently delivered to agreed timelines.
  6. Proactively working with stakeholders to identify new report requirements and with our in-house BI team, working to standardise and automate where possible.

Competencies Required:

  1. Computer literate (strong Microsoft skills – including advanced Excel, PowerPoint and Word).
  2. Working experience of analytics tools (Power BI and Qlik Sense is highly desirable).
  3. Excellent numerical, written, and verbal communication skills.
  4. Strong analytical and problem-solving skills with ability to identify and question patterns/trends within data and to convert into meaningful MI.

Profile:

  1. Probably undertaking a similar role at present in another BPO business and looking to apply knowledge and experience to a new challenge.
  2. Excellent attention to detail and strong analytical skills.
  3. Quick learner with the ability to understand complex processes.
  4. Accountable, responsive and ability to deliver outcomes effectively.
  5. Self-motivated, effective and capable of prioritisation and working under pressure.
  6. Curiosity and systems-based approach to analysis.
  7. Passionate about making a difference.

FAIS Or NON FAIS

Salary, incentives & commissions: TBC

Working Hours: Largely M-F 08:00 – 18:00 (some flexibility may be required).

To apply, please forward CV and covering letter explaining how your aspirations, skills and experience match the role requirements to:

#J-18808-Ljbffr

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