Continuous Improvement Analyst

4 months ago

Sandton, South Africa Thanda Human Capital Full time

**PLEASE NOTE, WE ARE LOOKING FOR CANDIDATES WITH Continuous Improvement Analyst experience FROM THE SANDTON OR THE ALEXANDER AREA ONLY. Ability to work night shift as this is an American Night Shift Call Centre**

**JOB PURPOSE**

The purpose of this position is to investigate, analyse, document, and coordinate activities within business and/or operational processes, which will improve customer service, reduce cost and increase efficiency to address business requirements needed to optimize the business.

**KEY PERFORMANCE AREAS**

**Process Improvement Initiatives**
- Supports the identification of improvement opportunities by providing relevant data and data analysis
- Responsible for documenting process changes/new process design and measuring process compliance within the business
- Provides overall support and facilitation of business improvement and continuity which incorporates business continuity processes and associated documentation and coordination in ensuring the business can continue to service the client’s customers.
- Assists in the implementation of operational changes to support marketing campaigns, new regulatory requirements and group projects.
- Communicates minor and major incidents raised by the operation and uses experience to seek ways to improve processes through root cause analysis, or escalates where necessary

**Business Analysis**
- Investigate and perform business needs analysis and root cause issues analysis with key stakeholder and evaluate and identify solutions
- Design to-be business architectures
- Identify and design new and improved business process systems and procedures to deliver goals
- Undertake a feasibility and impact analysis of solutions identified with key stakeholders
- Develop IT systems functional, non-functional and service level requirements as well as Business Requirement Definition documents to assist Project Manager with deliverables

**Project Administration**:

- Produces relevant, useful and professional reports and communications as project updates to the business
- Provides ongoing open communication to all key functional team members
- Identify project risks either by consultation with key stakeholders or by risk assessment workshop and develop mitigating action plans with operations
- Contributes to scoping of projects.
- Identifies cause and effect relationships and ensures steps are in place to mitigate risk.
- Delivers project work on time and in line with the agreed standard of quality.

**Reporting and Administration**:

- Completes all project documents and related administration and stores to ensure currency and accessibility.
- Generate monthly and weekly or ad-hoc status reports
- Provides accurate reports to assist the Business Improvement Manager in exceeding client expectations
- Documents process changes/new process design and measuring process compliance within the business

**KEY INTERNAL AND EXTERNAL RELATIONSHIPS**

**Internal Purpose**
- Business Improvement Manager
- Line Manager
- Business Unit Manager
- Support to Operations
- Call Centre Manager/s / Operations Management
- Support to Operations
- Shared Services
- Data gathering, analysis and governance

**External Purpose**
- Client requirements and analysis as requested

**COMPETENCIES / Knowledge / Skills / Attributes**
- At least two years in the generalist discipline within the call centre
- Excellent knowledge of Call Centre metrics and operations
- Understanding of process engineering and mapping
- Facilitations skills
- Planning and organising
- Oral and Written Communication
- Analysis
- Attention to Detail
- Collaboration
- Technical Expertise
- Adaptability

**Salary**: R20,000.00 - R25,000.00 per month

Ability to commute/relocate:

- Sandton, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (required)

**Experience**:

- Continuous Improvement Analyst: 2 years (required)

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