Data Analyst

12 hours ago


Cape Town, South Africa Recruitment Matters Full time

Our client is looking for a Data Analyst to join their team.

Create reports and detailed analyses around operational performance and customer pain points. Identify ways in which we can take a structured and data-driven approach to improve our service.
Collaborate with customer services managers and administrators to optimise existing systems, processes and procedures that drive operational efficiencies, solve customer problems and raise standards in our contact centres.
Be a point of contact with other teams who conduct voice of the customer projects.
Create and run reports required for regular business performance reviews across operations, growth, and in-country management teams.
Facilitate communication flow between operations teams in Cape Town, Lagos, and London.
Deep dive into operational issues and drive customer insights that will influence our Product roadmap.
Be the first point of escalation for customer insights for our customer service agents and team managers. This will include running feedback focus groups with front line staff.
Occasionally speaking with customers directly to follow up on negative or constructive feedback.

Key Skills
All about the numbers. You see the big picture as well as diving into the details.
Flexible: easily adapt to different styles and working models.
You are obsessed with getting things done and finding a way to do it.
You champion our customers.
Approachable and fun to work with.
Curious and continuous learner.
- Job Role: Data Analyst
- Industry: IT / Telecommunications
- Salary: Negotiable

**Required Skills**:
4 Years of Experience

**Qualifications**:
Significant experience working as a data professional in a contact center environment.
You are passionate about data analytics and you love making value out of data.
You tell a clear story and share insights from customer feedback with data.
You are highly numerate with expert skills with Excel/Sheets. Proficiency with Salesforce reporting is highly desirable.
You are confident working with quantitative and qualitative data and are familiar with natural language processing and sentiment analysis.
You have a solid understanding of sports betting, gaming, and free-to-play sports products.
You connect with how our customers feel when they interact with our brands.
Self-starter: You work effectively with mínimal supervision.
You are experienced communicating with customers directly to gather additional feedback.
You are able to collaborate and influence people within the department.
Experience managing a customer service team is a plus

**Job Types**: Full-time, Permanent

**Experience**:

- Data Analytics: 3 years (required)
- Excel/sheets: 4 years (required)


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