Process & Operations Analyst (Contact Centre) - Homechoice

homechoice is a leading South African homeware retailer. For almost 40 years we’ve helped our customers create beautiful homes they love with an innovative range of quality products they can afford.

The Contact Centre Operations Analyst will play a pivotal role in driving operational efficiency and improving sales & service delivery within the contact centre. The role requires strong analytical skills, process improvement expertise, and the ability to transform data into actionable insights. This individual will support the OPS Centre of Excellence by monitoring key performance indicators (KPIs), identifying improvement opportunities, driving change projects into the contact centre and collaborating with cross-functional teams to enhance the sales & customer experience and operational productivity.

**What you will love doing in this role**

**Data Analysis & Reporting**
- Collect, analyze, and interpret operational data from various contact centre systems.
- Generate detailed reports on KPIs, production & performance metrics.
- Develop dashboards and visual tools to communicate trends, anomalies, and actionable insights.
- Conduct root-cause analysis on performance variances and recommend solutions.

**Performance Monitoring**
- Monitor real-time and historical performance metrics to ensure alignment with business objectives.
- Provide regular updates to stakeholders on operational performance and improvement initiatives.
- Identify and flag inefficiencies, bottlenecks, and areas of concern in contact centre processes.

**Process Improvement**
- Partner with cross-functional teams to map current workflows and identify opportunities for optimization.
- Lead initiatives to streamline processes, reduce waste, and improve resource utilization.
- Implement and track the effectiveness of continuous improvement projects.

**Stakeholder Collaboration**
- Work closely with the Contact Centre and Support teams to align operations with business goals.
- Act as a liaison between technology teams and operational units to ensure system tools meet business requirements.
- Facilitate workshops or brainstorming sessions to gather input and drive innovation.

**Strategic Insights & Forecasting**
- Support Contact Centre management teams with demand forecasting and capacity planning.
- Provide insights and recommendations to leadership for strategic decision-making.
- Stay updated on industry best practices and innovations in contact centre operations.

**Key Deliverables**
- Daily, weekly, and monthly performance reports with actionable insights.
- Implementation of agreed process improvement initiatives within agreed timelines.
- Enhanced contact centre KPIs within agreed timelines.
- Development of a comprehensive operations playbook.

**What you’ll need to do this role**
- Qualification in business administration, Process Analysis & Optimization, Operations Management, Data Analytics, or a related field.
- 2-3 years of experience in process analysis, contact centre operations, data analysis, or a similar role.
- Proficiency in analytics tools (e.g., Excel, SQL, Tableau, Power BI).
- Experience with operations process mapping & optimization is required.
- Experience in Customer service or Retail Tele Sales environments is advantageous.

**What we love about you**

**_ Technical Skills:_**
- Strong analytical and problem-solving abilities.
- Advanced knowledge of data visualization and reporting tools.
- Familiarity with workflow mapping and process optimization methodologies.

**_Behavioral Skills:_**
- Exceptional communication and interpersonal skills.
- Proactive mindset with a focus on continuous improvement.
- Ability to work under pressure in a fast-paced and fluid operational environment.
- Strong organizational skills and attention to detail.

**_Leadership & Collaboration:_**
- Collaborative team player with the ability to work across departments.
- Proven ability to drive change and influence stakeholders.
- Confidence in presenting findings and recommendations to leadership.

**Behaviors we love**
- Wow my **customer**
- Walk in my customers’ shoes
- Deliver on my promises
- Deliver insight-led solutions my customers need
- Treat the business as?**my own**
- Take accountability
- Be curious, creative & explore opportunities
- Do it right & at the right time
- Play as a **team**
- Be helpful
- Be inclusive
- Find the fun