Call Centre Operations Analyst
2 weeks ago
Global insuretech company that provides innovative and sophisticated bicycle and cyclist insurance solutions to partners in three continents, is currently seeking a hands-on, mature, independent and flexible contact centre operations analyst willing to delve into the detail and make recommendations.
Are you energetic, motivated, and forward-thinking? You will have the opportunity to work on some of the most challenging and relevant issues in financial services and technology.
They have an extremely talented team of people who are collaborative, entrepreneurial, passionate and above all FUN. They take on all challenges and dream big
Reporting to the Regional Head: AU & NZ, you will be responsible for developing this new role into a key building block in the success of this region. You will have several years of experience where your ability to handle challenging and complex assignments are key attributes.
You will provide operational support for Call Centre technology and operational functions including Sales, Marketing, and Customer Service.
This position will recommend and implement operational improvements as well as ensure adherence to operational practices and procedures. You will provide operational input into strategic planning for future growth opportunities. This position will evaluate and implement new tools and technologies.
- Support call centre technology functions across multiple platforms.
- Responsible for the scheduling of the call centre resources. (6 staff)
- Responsible for call centre reporting and making recommendations to management on real-time 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 ad-hoc 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 cross-functional project teams.
**Requirements**:
- Call Centre Operations Experience (preferred)
- Strong analytical background
- Experience in a fast-paced multi-region environment
- 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
Working from their top-notch modern offices in Stellenbosch, the salary on offer would be highly competitive. You have to willing to work from 4am-1pm. (This is non-negotiable)
**Salary**: R40,000.00 - R50,000.00 per month
Ability to commute/relocate:
- Stellenbosch, Western Cape: Reliably commute or planning to relocate before starting work (preferred)
Application Question(s):
- Have you worked as a data analyst before?
- Are you willing to work the odd hours from 4am to 1pm?
**Experience**:
- call centre: 3 years (preferred)
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