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Data Analyst

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Durban, KwaZulu-Natal, South Africa Careerbox Full time
Job Description

Careerbox is seeking a skilled Data Analyst to join our team in Umhlanga. As a key member of our Contact Centre Operations team, you will play a critical role in ensuring the smooth operation of our contact centre.

Key Responsibilities
  • Monitor and manage contact centre demand across all campaigns on a daily basis, identifying trends and areas for improvement.
  • Balance activities and staffing to ensure that service levels are being met, maintaining high levels of customer satisfaction.
  • Analyse and review intraday performance, providing actionable insights to inform decision-making.
  • Work closely with operational teams to understand reasons for customer contact, driving improvements in call drivers and resolution rates.
  • Highlight any non-compliance to relevant stakeholders, contributing to a culture of accountability and excellence.
Required Skills and Qualifications
  • Strong analytical skills, with the ability to interpret complex data sets and identify trends.
  • Excellent communication and stakeholder management skills, with the ability to present insights and recommendations to senior leadership.
  • Proven experience working in a contact centre environment, with a focus on operations and performance optimisation.
  • Grade 12 or equivalent qualification – English and Maths essential.
  • Tertiary education in accountancy, statistics, or IT desirable.